Most refunds are processed within a few minutes, but some banks can take up to 3 business days to credit the money to your account. Delays can depend on your bank’s internal processing speed and how they handle incoming online money transfers.
If your refund still hasn’t arrived after 3 business days, you can use your Retrieval Reference Number (RRN) to help your bank trace it.
What is an RRN?
The Retrieval Reference Number (RRN) is a unique tracking code that helps banks locate specific card transactions. It confirms that Paysend has successfully sent the refund through our money transfer service.
How to find your RRN:
- Open the 'Transfers' tab in the Paysend app and find the transfer in question.
- Select 'Help & More' in the top-right corner.
- Choose 'Proof of Refund'.
- Tap 'Copy RRN'.
How to trace your refund?
Once you have your RRN, contact your bank and ask them to track the refund. Provide the refund amount, original transaction date, and refund date — all available in your Paysend app. This helps your bank identify the transaction faster.
Example email to your bank:
Hello,
I’m following up on a refund from the merchant Paysend that has not yet appeared on my card.
The merchant has provided the following Retrieval Reference Number (RRN) to help trace the payment:
- RRN: [_______________]
- Amount: [XX.XX] [Currency]
- Original Transaction Date: [DD/MM/YYYY]
- Refund Date: [DD/MM/YYYY]
- Last 4 digits of the card number: [1234]
Could you please check your records using this RRN and confirm the status of the refund?
Thank you for your assistance.
If you’re unsure how long a money transfer takes or need extra help, contact Paysend Customer Support and our team will be happy to guide you.