Occasionally, a Time-Out problem may occur in the processor, for which Kushki does not receive a transaction payment notification on time, but the processor does debit the customer. This is defined as an unpaid debit.
Why isn't there an automatic return?
As long as the transaction flow is not successfully executed to the processor, it is not possible to make an automatic reversal or refund. In these cases, it is necessary for the final customer to request the refund through the merchant where the purchase was made.
How long will a refund to the customer take?
It may take between 5 and 10 business days to be executed and up to 30 business days for the customer to see the refund of the amount charged in their account. This time is outside Kushki's control, and it will depend on the corresponding processor or bank.