Why haven’t I received my refund?

Team Kroo
Team Kroo
  • Updated

Please ensure you’ve waited for the allocated time the merchant has provided for a refund. If these timeframes have been exceeded and no refund has reached your account, please contact the merchant in the first instance to ensure the refund has been successfully processed.

Please note, In line with the Visa guidelines, we're unable to start an investigation until 15 calendar days have passed since you received confirmation of the refund from the merchant.

If you still haven't received the refund, please contact our Customer Support team in-app and we’ll look into this for you.


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