When a refund is approved, the money goes back, whenever possible, the way it came. The part we do not control is what happens after we send it: the bank or the operator has its own timing and its own exchange rate. This article explains what to expect. What can be refunded, and what cannot, is in refunds and cancellations.
How it arrives, depending on how you paid
| How you paid |
What happens to the refund |
| Card |
The refund goes through the payment processor to the same card. It shows on the statement when your bank records it, and the bank decides when. A “pending” amount is not yet money returned. |
| Bank transfer |
We need an account in your name. The details go in the support ticket, never in a public place. If the account belongs to someone else, tell us beforehand. |
| Another method |
We tell you in the ticket which route we can use. If the original method does not allow a return, we agree an alternative with you. |
Why the amount may not match
| 2 |
Bank fees. Your bank, or the correspondent bank on an international transfer, may deduct a fee on arrival.
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| 3 |
Only what was paid. A refund returns what you paid on that invoice; an amount you paid some other way, or credit you used, is dealt with separately.
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What to look for in Meu Interweb
On the invoice, the refund shows as a transaction of its own, and the status becomes Refunded once the whole amount has been returned. The service concerned is cancelled when the request is confirmed, so take what you want to keep beforehand. If the idea was to leave the amount as credit on the account, see the credit balance.
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Do not open a dispute with your bank over a refund that is already approved. Two processes then exist over the same money, and that slows both down. If the amount has not arrived, talk to us first.
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If it has not arrived, add this to the ticket: the number of the ticket where the refund was approved, the date we approved it, the method you paid with and, if you paid by card, the last four digits. Never the full number, the expiry date or the security code.
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Refund approved and the money is not showing? Reply to the ticket where we approved it, with the date from your statement.
Open a support ticket
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