Credit card or debit card refund not received. Solutions?

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Help Center / Receiving Refunds

Credit card or debit card refund not received. Solutions?

Last updated on Dec 22, 2025

If you paid with a credit/debit card, refunds will be credited back to the original card used for purchase. The standard processing timeline is **3–15 business days** from the date the refund is marked "Complete" (timelines vary by bank and card issuer).

Follow these step-by-step solutions to resolve missing refunds:

Step 1: Verify refund status & bank details

1. **Check our platform first**: Confirm the refund status is marked "Complete" in your order details (go to "My Orders" > select the relevant order > "Refund History").

2. **Review your bank statement carefully**:

- Some banks post refunds on the **original purchase date** (e.g., if you paid on January 15, the refund may appear on your statement under January 15, not the refund request date).

- Check both "pending" and "completed" transactions—refunds may be labeled as "credit," "reversal," or your order number.

3. **Contact your bank with the ARN (if available)**:

- The Acquirer Reference Number (ARN) is a unique code for tracking refunds. We can provide the ARN upon request—share it with your bank to trace the refund’s progress.

Step 2: Gather required documentation (if refund is still missing)

If you cannot find the refund after 15 business days of the "Complete" status, prepare the following documents to escalate:

- **Official bank statement** (with bank stamp) covering:

- 2 days before the original purchase date

- Up to 10 business days after the refund "Complete" date

*Example*: Purchase on November 11, refund completed on November 24 → statement from November 9 to December 8.

- **Mark the original purchase** on the statement (highlight or annotate) for easy identification.

- If you paid via a third-party processor (e.g., PayPal), contact their support team first to confirm the refund status.

Step 3: Contact our Customer Service Team

Submit the above documentation to our team (via service@justway.com or online chat) with:

- Your order number

- Refund reference ID (from your order details)

- Date the refund was marked "Complete"

- A brief explanation of steps you’ve taken (e.g., "Contacted my bank on [date] with ARN [number]—no record of the refund").

Our team will:

1. Verify the refund was successfully initiated to your card issuer.

2. Provide transaction receipts or trace the refund with our payment processor.

3. Resolve the issue within 3–5 business days of receiving your documentation.

Important Notes

- **Fund security guarantee**: All refunds are processed through secure banking channels—your funds are protected, and we will ensure full resolution.

- **Third-party payments**: If you used PayPal, Apple Pay, or other payment services, refunds may first appear in the third-party account (not your bank).

- **Bank processing delays**: Some international banks or credit unions may take up to 20 business days to post refunds—please allow extra time for cross-border transactions.

Final Tip

Avoid duplicate refund requests—multiple submissions can delay processing. If you have questions, check your order details or contact your bank before reaching out to our team.

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Help Center

Credit card or debit card refund not received. Solutions?

Step 1: Verify refund status & bank details

Step 2: Gather required documentation (if refund is still missing)

Step 3: Contact our Customer Service Team