A refund can only be issued by the merchant. Hence, please reach out to your merchant as Adyen is unable to process any refunds or cancellations on behalf of businesses that uses our technology.
Once a refund is successfully initiated by the merchant, it may take several work days to process the reimbursement. The settlement delays for different payment methods can be found under Transaction Information.
If the funds were not received within the settlement delay period, you can request a refund document from your merchant with an Acquirer Reference Number (ARN). This document states all details of the refund and can be used by your issuing bank to locate the funds.
In the unfortunate case that the funds cannot be located after the settlement delay period, we require a written statement from your bank that confirms the absence of the funds.