Amounts for failed or cancelled items are returned in full to your pre-funded balance. This document explains how refunds are handled.
1. Balance refunds
All refunds are provided as store credit (pre-funded balance), not cash. The balance is used only to issue and pay with virtual cards.
2. Failed payments or issuance
If card issuance or a payment fails during processing, the amount is automatically refunded to your balance. No separate request is needed.
3. Cancellations
Amounts for items cancelled before processing completes are returned to your balance. Payments already approved and used are not cancelled or refunded.
4. No cash refunds
Balance and refunded amounts are store credit and cannot be withdrawn as cash or sent to an external wallet.
5. Timing
Balance refunds are processed as soon as an item's status is finalized. You can see details in the activity history in your dashboard.
6. Disputes
If you believe an amount is incorrect, please contact customer support before opening a payment dispute.