How do I track my refund?
What updates you may receive
Updates can include:
- Refund request received
- Verification in progress
- More information required
- Refund submitted to the payment provider
- Refund completed or unsuccessful
Information to prepare
When contacting support, provide the order number, refund reference if available, payment date, amount and payment method. Do not send passwords, one-time passwords or full card details.
How provider timing affects the status
A refund can be marked as submitted by BJAK while the provider or bank is still updating the customer account. Refer to the timing for Atome, Xendit or Fiuu based on the original payment method.
If the refund is delayed
Check whether BJAK requested additional information and whether the original payment channel supports refunds. Contact support after the stated provider timeframe has passed.
Important clarification
The status displayed by BJAK reflects the information available from the order and payment provider. A bank statement may update at a different time.