A refund can only be issued by the merchant. Once this action is successfully initiated, 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 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, we require a written statement from your bank that confirms the absence of the funds.