Look in your Wallet first
Refunds to your Sociala balance show up in your transaction list rather than on your bank statement.
Open Wallet and set the period filter to All dates.
Use the status filter: Successful means it's done, In progress means it's still moving, Failed means it didn't go through.
Open the details of the original payment to see the transaction ID and the amounts.
If it's been a while
The time a refund takes depends on the payment channel — see Refund Processing. If it's been a while and nothing has arrived, write to [email protected] with the transaction ID, the date and the amount, and we'll trace it.
If a refund request was declined and you have something to add, reply to the same conversation or write to [email protected] — see Requesting a Refund.
If the refund went to your bank and stalled there
For refunds returned to a card rather than to your balance, your bank may ask for a reference number to locate it. We can give you one:
Acquirer Reference Number (ARN) — for Visa and Mastercard.
System Trace Audit Number (STAN) — for transaction reversals.
Retrieval Reference Number (RRN) — if an ARN isn't available.
Once you have the reference number, share it with your bank and they can locate the payment.
Please don't ask your bank to reverse the payment while a refund is in progress — while a dispute is open, the refund in progress is paused.
Need help? Contact support at [email protected]