If you have not received a refund as agreed with a merchant, we recommend reaching out to the merchant directly since they may have their own timeframe for processing refunds.

If the merchant hasn’t been able to resolve your concern and 10 days have passed since the merchant agreed to process the refund, you can raise a complaint through our complaints form on our website.

We’ll work with you to resolve the complaint and let you know once we have a resolution.

As part of dispute resolution, you are required to provide supporting documents showing the merchant agreed to the refund.