My customer says their refund link expired. What do I do?

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• My customer says they never received the refund link that was sent. What do I do?

  Sending the email with the link may take up to 24 hours, so they will likely receive it within this period.

• My customer says they never received the refund, but I see it as completed on my dashboard. What does it mean?

  The maximum period for receiving a cash payment or bank transfer refund is 5 working days. If this period has been completed, it may have been canceled due to either one of these reasons: The bank details shared by the customer are incorrect. The ...

• Why was my refund rejected?

  There could be many reasons for refunds rejection: Reason Description Refund period exceeded If you intend to issue a refund after the refund period has expired your refund will be rejected. The refund period is the period of time in which a user can ...

• What does a refund "Pending" status mean?

  The pending status can mean that the refund in process, or that dLocal is waiting to receive the customer's bank account to proceed with it.

• What does the refund "Cancelled" status mean?

  A refund attempt can be canceled by the bank due to the wrong information provided. It is important to check and provide the correct information from the customer, to prevent the refund to be canceled, and to delay the customer to receive the money ...