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

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• 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 ...

• 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 do I need bank details to refund some transactions and others not?

  It depends on the payment method chosen by the customer when making the purchase. For credit card transactions, the refund is done through the same credit card the purchase was made. For alternative payment methods, as you do not have the bank info ...

• 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 ...