I didn't receive a refund from the merchant

If the merchant promised a refund for a product bought with your Paysend card that you returned or refused, but the refund hasn’t been processed, contact our Customer Support team and tell us what happened.

Please attach proof that the refund was supposed to be issued — this can include screenshots of your communication with the merchant, the refund receipt, the merchant’s return policy, or other documents. The key is to confirm that a refund was promised but was not received.