What if a refund is missing, fails, or I suspect a duplicate charge?

If a refund is missing, check the order status and any refund, reversal or credit records in the original payment account. A supplier return, a pending bank entry or a submitted support request is not by itself confirmation that a refund has reached the account. If the website shows success but you cannot identify the credit, give support your order number, displayed status, amount and relevant dates, and ask the original payment institution to check. For a failed refund, keep the error message and let support investigate rather than repeatedly submitting the same request. For a suspected duplicate charge, provide the related order numbers, payment channel, amounts, times and the channel transaction IDs that can be checked. Records with the same amount are not necessarily the same transaction and need individual review. Hide full card numbers, payment verification codes and unrelated personal information in screenshots. You do not need to make another payment to unlock or collect a refund, and should not transfer funds to an unknown account.