Where's My Refund?
Waiting for money back can be stressful. Here's how refunds work and what might be causing delays.
Refund Timeline Expectations
Standard Processing Time
Payment Type | Typical Timeline |
Card (hold release) | 1-5 business days |
Card (refund after capture) | 5-10 business days |
What "Business Days" Means
Monday through Friday
Excludes weekends
Excludes Canadian holidays
A refund processed on Friday might not show until the following week.
Checking Refund Status
In ShopBroker
Find your order in purchase history
Check the status (should show "Cancelled" or "Refunded")
Look for refund timestamp
In Your Bank
Check pending transactions
Look for credits from "ShopBroker" or "Stripe"
Check available balance (might show before posting)
Common Delay Reasons
Payment Type
Credit vs. Debit:
Credit cards often process faster
Debit cards may take the full 5-10 days
Prepaid cards vary by issuer
Your Bank
Some banks hold refunds for internal processing:
Major banks: Usually faster
Smaller/online banks: May take longer
International cards: Can add days
Original Transaction Timing
If the refund is within 24 hours of the original charge:
Often shows as charge never completing
May not appear as separate refund
Check if pending charge just disappeared
Hold vs. Capture
If your payment was only authorized (held):
The hold is released, not refunded
May show as charge disappearing rather than credit appearing
Usually faster (24-72 hours)
If your payment was captured (charged):
A separate refund is processed
Shows as a credit to your account
Takes the full 5-10 days
What to Do
Wait the Full Timeline
Before escalating:
Card: Wait 10 business days from refund date
Check the Right Place
If you used Apple Pay: Check the linked card
If you used Google Pay: Check the linked account
Contact Us
If it's been longer than expected:
Email support with your order number
Tell us when the refund was supposed to process
Include what you're seeing in your bank
Contact Your Bank
If we confirm the refund was processed but you don't see it:
Call your bank's customer service
Provide the refund date and approximate amount
Ask them to trace the transaction
Understanding Your Statement
It Might Look Different
Refunds may appear as:
"ShopBroker"
"PayPal"
"Stripe"
The seller's business name
A code you don't recognize
Check All Accounts
If you have multiple cards or accounts, make sure you're checking the one you used for the purchase.
Special Situations
Partial Refund
If your refund is less than expected:
Original service fee may apply
Delivery fees may not be refunded
Partial dispute resolution
Check your order details or contact support for breakdown.
Refund to Expired Card
If your card expired since purchase:
Banks usually forward to replacement card
Contact your bank to confirm
May need extra processing time
Closed Account
If you closed the payment account:
Refund may fail to process
Contact support for alternatives
May need a different refund method
FAQ
Can I get the refund faster?
Unfortunately, processing times are set by banks and payment processors. We send refunds immediately, but can't control bank processing.
Is it definitely coming?
If we processed the refund, yes. We can verify on our end with your order number.
Can I get a different refund method?
Once processed, refunds go back to the original payment method. Contact support if there's a special circumstance.
Need Help?
If you've waited the full timeline and still don't see your refund, contact our support team. We'll trace it and make sure you get your money back.