What is the timeframe for receiving a refund?
Once you have refunded your customer through your Payplug interface, the refund process is immediately initiated at the bank level. The refunded amount is automatically returned to the bank account associated with the credit card, regardless of the type of card used. It generally takes several business days for the refund to be visible in the account. In some cases, this can take up to 3 weeks. Refunds can be received even if the card has expired or been blocked after the payment.
Reliable information about the successful receipt of a refund can be found on monthly paper or PDF statements. Some banks do not display refunds on the simple online banking account dashboard.
If a refund is still not received, what should be done?
If your customer is having trouble finding a refund in their bank account, consider providing them with the following recommendations:
1. Check monthly statements in paper or PDF format, as they are the only reliable source of information.
2. Review all transactions since the day of purchase.
3. Look for "Payplug" or "PPG" on the account statement, or the name of your store; the description will be identical to that of the payment.
4. Contact the bank and request verification of the successful receipt of the refund in the account linked to the credit card.
If the payment displayed on your application is "in progress" or "upcoming," it is most likely a pre-authorization resulting from an attempted purchase that ultimately did not go through. In this case, the pre-authorization will disappear. Depending on the credit card conditions, pre-authorizations may remain visible for approximately fifteen days. This does not correspond to an actual payment in any way.