What should I do first?

1. Check the wallet's refund record 2. Wait out the card network window 3. Get the merchant's refund reference

Your refund is on its way, but not instantly.

Updated 2026-10-26 3 steps ~2 min Visa · Mastercard

“The merchant says they refunded me, but nothing shows on my card.”

Try these in order. Stop as soon as one works.

Check the wallet's refund record

Open the transaction detail page. It shows whether the refund was accepted and where it is going.
About 2 min
Wait out the card network window

International refunds commonly take several business days and can take longer across weekends and holidays.
About 5 min
Get the merchant's refund reference

With a reference number, your bank can trace the refund instead of guessing.
About 10 min

Ranked by how often it is the cause.

Card refunds settle through the card network and take several business days.

Check the refund status inside the wallet, not only your bank app.

Likelihood: high

The refund was issued to wallet balance instead of the original card.

Look for a balance increase in the wallet.

Likelihood: medium

The merchant issued a partial refund or a reversal that is still pending.

Ask the merchant for the refund reference number.

Likelihood: low

Get out of the queue first. Solve the payment later.

Take cash or wallet balance instead
Faster, though the balance is only useful if you will spend it in China.
Ask for a reversal on the spot
Some merchants can void the transaction before it settles.
Dispute with your issuer
Last resort after the refund window has clearly passed.

Still stuck after all three steps? A 15-minute screen share usually finds the failing step. See how remote help works →