Once the merchant has confirmed they've issued a refund, it will usually appear in your account within 2-3 business days, but can take up to 7 business days on occasion. Just a friendly reminder that business days don't include weekends and holidays!
Since your KOHO card is a prepaid credit card, these refunds are subject to credit card processing times, unlike a debit card which is usually instant.
Unfortunately, we're not able to see any pending returns or expedite this process on our end, but as soon as we receive the funds from the merchant they'll be immediately available in your account ⚡️
Feel free to reach out to our User Success team once it has been greater than 7 business days since the merchant processed the refund and we can support you further. We are unable to support you until this waiting period has passed.
Sometimes, merchants will process returns as cancellations. When this happens, it's because the merchant hasn't settled the transaction yet. The merchant will let this authorization ‘expire’ and once the transaction expires, the funds will automatically return to your account. This can take up to 7 business days, but sometimes it can be sooner.
See more on expired transactions here: I have a transaction that expired, what does that mean?