How manual full-order refunds work

What this intake covers

Some settled top-up orders may be eligible for review. Name one full settled top-up order — the entire order, never a part of it. Partial refunds are not supported, and there is no amount for you to choose: a refund is always the whole remaining refundable amount of that order.

Any estimated refundable amount you are given is guidance only; final eligibility and amount are determined by manual review.

What happens after you send a request

A refund request sent from the signed-in Contact Center, or an email to the support address shown there, is reviewed by a person. Sending it does not itself issue a Stripe refund or change wallet balances. Processing normally takes 3–5 business days, and the final amount is determined by manual review. Payment provider or other payment-channel posting time is separate and may take longer.

Unused order-linked promotional credit is revoked during refund processing. Consumed order-linked promotional credit may be deducted from the eventual refund.

If a payment is reversed outside this review, refunded directly through the payment provider or taken back through a card dispute, credit from that order you already used, including order-linked promotional credit, becomes an amount owed, and the account may be restricted until it is repaid.

This is a manual review request, not a guaranteed refund or a self-service provider refund. Nothing in this article is intended to waive or limit rights under applicable law.

How to start

Open the Contact Center in the console. If a refund request form is shown there, choose the one full settled top-up order you want reviewed and send the request. Otherwise, or if you prefer, copy the support address and email us naming that order. If you are not signed in, you will sign in first and return here afterwards.