How manual full-order refunds work
Some settled top-ups may be eligible for manual review. Full order only; 3–5 business days is typical.
What this intake covers
Some settled top-up orders may be eligible for review. Start in the signed-in Contact Center and select one full settled top-up order — the entire order, never a part of it. Partial refunds are not supported, and there is no amount field to fill in.
The console may show an estimated refundable amount for the selected order. It is guidance only; final eligibility and amount are determined by manual review.
What happens after you submit
Submitting through the signed-in Contact Center creates a support case that a human reviews. 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.
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 secure intake in the console and select the settled order you want reviewed. If you are not signed in, you will sign in first and return here afterwards.
Every case is read by a human. Refund requests are handled in the secure console after sign-in.
Open the secure refund intake in the console →