Cancelled or failed transactions: were they actually debited and when will they be refunded?

Don’t worry if in some cases, depending on the bank, the amount of a failed or cancelled transaction appears on the customer’s account.

Indeed, once a transaction has been authorized (i.e. when the acquirer or the financial institution has confirmed payment validity), its amount is blocked on the customer’s account until the authorization expires (usually after 7 working days, depending on the bank).

Although these funds are deducted from the customer’s credit limit or account balance and are thus temporarily not available for any other use, they are not debited as the transaction has not been captured.

Therefore, there is no need to ask for a refund.

However, if customers want to cancel an authorization before it expires, they must contact their card issuing bank.

Depending on the bank, funds are usually released within 10 working days.

If requested from the bank to speed things up, the authorization code can be found in the HiPay back office (please click here for the procedure to follow).

If you also need to provide the ARN (acquirer reference number), please submit a request, specifying the related Transaction or Order ID.