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

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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.

• 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.

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

  If the customer did not open the link 2 times within the 7 day period, the link should be valid. If not valid, the refund attempt is canceled and you can simply apply for the refund again on your end normally. Please make sure to tell your customers ...

• 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 ...

• How do I know when a refund is completed?

  The status will be automatically updated by dLocal, and the status will change to refunded on the merchant dashboard for the transaction.