If you canceled a purchase or returned an item, the timeframe for receiving your refund may vary depending on the merchant and the payment method. In most cases, the amount is credited to your Moey account within a few days, but it may take up to 15 days to become available.
If the merchant has already confirmed that they processed the refund, you don't need to do anything else for now. While you wait, confirm that the refund was approved, keep the receipt or transaction reference number, and check your Moey account regularly.
There are two different situations that may apply:
- Canceled purchase: the merchant canceled the transaction before the amount was charged or before the refund was processed;
- Returned item: you returned the item to the merchant and they initiated the refund after confirming the return.
If 15 days have already passed and the money has not appeared in your account, contact the merchant or the company responsible for the purchase first to confirm the status of the refund. If necessary, ask them to verify whether the refund has been issued and whether the same payment method was used.
If the company indicates that the refund is under review, being processed, or has not yet been issued, wait for their response.
If the amount is still not credited after that period, contact us with the details of the purchase and the refund so we can help you, along with any supporting documentation you may have.