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Learn what procedure you should follow if your customer contacts you about a discount, but you can't see it approved in the Console.
In some cases it may happen that the transaction processing time expires; this problem is known as Time-Out. This error occurs in the processor. For this reason, Kushki does not receive the collection notification of a transaction in time; however, the processor does debit the customer. This is defined as an unpaid debit.
Why is an automatic refund not made?
In case the transaction flow is not correctly executed on the processor, it is not possible to do an automatic rollback or refund. In those cases, it is necessary for the end customer to request a refund through the merchant where they made the purchase.
How long can it take to refund the customer?
It may take between 5 and 10 business days to be processed and up to 30 business days for the customer to see the refund of the amount charged in their account. This time is beyond Kushki's control, and it will depend on the corresponding processor or banking entity.