My Refund Hasn't Arrived – What Should I Do?
If the money hasn’t arrived yet, here’s what to check first.
Give It Time
Refunds can take up to 15 calendar days to reach your account — even if the company says they’ve sent it. If you’re still waiting, it’s a good idea to contact the merchant directly. They may have issued your refund by another method (like a credit note or cheque).
Still No Refund After 15 Days?
If the original payment shows as ‘Completed’ and you haven’t received your refund, you can raise a dispute.
Here’s how to do it:
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Head to your account statement in the Yeeld app
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Tap the transaction you’re expecting a refund for
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Click ‘Dispute Transaction’
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Select: "I’ve got a problem with a refund, which the merchant confirmed they would provide"
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Follow the on-screen steps to complete your claim
What You Might Need to Provide
We may ask you for:
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Proof of purchase
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Screenshots or emails from the merchant confirming the refund
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Any evidence showing the refund hasn’t been received
Important Notes
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You typically need to raise a refund dispute within 120 days of the original payment
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If it’s been longer than that, get in touch via the app and we’ll review your case
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While we’ll do everything we can to help, we can’t guarantee the money will be recovered — but we’ll assess your case fairly based on all the information you provide
Need help submitting your dispute? Head to the Help section in the app and send us a message.