Why does Payment completed happen?

The refund is still pending on the merchant side. The charge belongs to a different order or a deposit. The card issuer's dispute window has passed.

What should I do first?

1. Collect the evidence 2. Request a refund from the merchant 3. File a dispute with your bank

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

“I was charged for an order I never received.”

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

Collect the evidence

Save the order screen, the payment record, and the receipt. Screenshot the merchant chat.
About 5 min
Request a refund from the merchant

Use the order page or the merchant's support chat. Ask for a written confirmation.
About 10 min
File a dispute with your bank

Send the evidence and explain that the service was not delivered. Ask for a chargeback.
About 15 min

Ranked by how often it is the cause.

The refund is still pending on the merchant side.

Open the order in the app and check the refund status.

Likelihood: high

The charge belongs to a different order or a deposit.

Match the amount and time with your receipts.

Likelihood: medium

The card issuer's dispute window has passed.

Contact your bank as soon as the merchant stops responding.

Likelihood: low

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

Accept a cash refund
Only if the merchant offers it and you can count the notes.
Use the platform's support channel
Marketplace orders often have a built-in dispute form.
Claim on travel insurance
Some policies cover non-delivery and card fraud.

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