Request a refund to a different payment account. How?

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Help Center / Receiving Refunds

Request a refund to a different payment account. How?

Last updated on Dec 22, 2025

Refunding to a **different payment account** (e.g., a new card, alternative bank account, or PayPal) is subject to strict security and compliance rules—we only approve such requests under limited circumstances. Below is the full process and eligibility criteria:

1. Eligibility for Alternative Account Refunds

We will consider your request only if **all** of the following apply:

- Your original payment method is permanently unavailable (e.g., expired card with no replacement, closed bank account, canceled PayPal account).

- You have already contacted your original payment provider (bank/card issuer/PayPal) and confirmed they cannot receive or redirect the refund.

- At least 180 days have passed since your refund was approved (to ensure the original payment network has completed all processing).

- The refund amount is ≥ $500 (smaller amounts are not eligible due to regulatory and administrative costs).

2. Step-by-Step Request Process

If you meet the eligibility criteria:

Step 1: Gather required documentation

You must provide official proof to verify the unavailability of your original payment method and ownership of the new account:

- **For expired/invalid cards**: A letter from your card issuer confirming the card is closed/expired and cannot receive refunds.

- **For closed bank accounts**: A bank statement or closure letter proving the account is no longer active.

- **For new account ownership**: A copy of your government-issued ID (passport/driver’s license) matching the name on the new payment account, plus a bank statement/PayPal profile screenshot for the new account.

Step 2: Submit the request

Email our Customer Service Team at service@justway.com with:

- Subject line: “Alternative Refund Account Request – [Your Order Number]”

- Body: A detailed explanation of why you need to change the refund account (include dates of original payment, refund approval, and attempts to resolve with your original provider).

- Attachments: All required documentation (scanned copies or clear photos).

Step 3: Review and approval

- Our team will verify your documents and eligibility within 5–7 business days.

- If approved: We will confirm the new account details with you and process the refund within 7–10 business days (international wire transfers may take 10–15 business days).

- If denied: We will explain the reason (e.g., insufficient documentation, ineligible amount) and advise next steps (e.g., re-contacting your original payment provider).

3. Critical Notes

- **Security first**: We will never process an alternative refund without verifying your identity and the legitimacy of the new account (this protects against fraud).

- **Fees**: International wire transfers may incur a $25–$50 processing fee (deducted from your refund amount); PayPal transfers are fee-free.

- **No exceptions**: We cannot approve alternative account refunds for temporary issues (e.g., a lost card that has been replaced, a bank account on hold) or for amounts under $500.

- **Liability**: You are responsible for providing accurate new account details—we are not liable for lost funds due to incorrect information.

4. Preferred Alternative (Faster & Safer)

If your original card is expired but replaced with a new one from the same bank: Contact your bank to request they redirect the refund to your new card (most banks offer this service for free and process it faster than our alternative account request).

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Help Center

Request a refund to a different payment account. How?

1. Eligibility for Alternative Account Refunds

2. Step-by-Step Request Process

3. Critical Notes

4. Preferred Alternative (Faster & Safer)