SUPPORT

A shopper did not receive a refund after a ‘Canceled’ or ‘Expired’ 'Authorization' transaction. Why not?

Authorized transactions are NOT refunded, as an authorization simply 'blocks' or 'holds' the amount in questions with the shopper's issuing bank.

A refund is needed when the authorization transaction is captured and settled, meaning funds have moved out of the purchaser’s bank account to PayXpert, which is not the case here. If an authorization expires or is canceled by the merchant, the issuing bank automatically releases these funds back to the purchaser. However, this process can take up to a week in some cases. For further information, the shopper must reach out to their issuing bank.