Start with the merchant
A merchant refund may be credited to the account’s available balance separately from the card balance. Releasing an authorization, refunding a purchase and refunding issuance fees are different operations with different conditions.
- Find the purchase with the merchant and review its cancellation and refund rules. Request a product or service refund through the merchant.
- Keep the refund confirmation, order number, amount and currency. Ask whether a refund was issued or only an authorization was cancelled.
- Check SafePay activity and balances. If the refund is missing, send support the confirmation and original payment reference.
Do not rely on a fixed 24-, 48- or 72-hour deadline: timing depends on the merchant, method and provider. Issuance fees for an already issued card may be non-refundable under the offer.
What to send support
Include the merchant, amount and currency, date and time, status and operation ID. The last four card digits are enough to identify a card. Hide sensitive fields in screenshots.
Never send the full card number, CVV, one-time codes, passwords, Telegram login codes or a wallet seed phrase.