When you make a payment with your card, the transaction takes place in two stages:
- Authorization: the merchant blocks the amount
- Clearing: the amount is deducted from your cash account.
Once an authorization is completed, it cannot be canceled or reversed. At this stage, there are three possible outcomes for your authorization: it can either convert into a clearing, be rejected, or expire. In the last two scenarios, your money will be automatically returned to your cash account within 10-12 days.
Occasionally you might see both authorization and clearing at the same time. This happens most often if the card details are given to the merchant before the service and the final amount due is not known in advance. Eventually the authorization will expire. If it doesn’t expire within 12 days, raise a chargeback by contacting us.
If you've already tried to resolve your issue with the merchant but they refused to refund what you've been charged, you can submit a dispute. To do this, please follow these steps:
- Navigate to the Cash tab in the App.
- Tap the transaction you need help with.
- Scroll down to the Help section and tap Report an issue.
- Answer the questions about the transaction.
You can read more about the dispute process in this Help Center article.