Once the refund is created, Conekta processes it immediately — but how long it takes for the customer to see their money depends on the original payment method and, for cards, on their issuing bank.
Typical times by method
- Debit or credit card: the issuing bank usually reflects it on the statement within business days; some banks take up to a full card billing cycle.
- SPEI bank transfer: usually the same business day once the refund is processed.
- Cash: since there's no source account, the refund may require an alternative mechanism; the exact flow is shown in the Conekta Panel when you create the refund.
Why it matters
Most customer questions ("I haven't received my refund") are resolved by understanding that the refund has already left your side and is in bank transit. Communicating the right range of days prevents unnecessary tickets and disputes.
What to tell your customer
- Confirm the date you created the refund and share the receipt with them.
- Tell them the typical range for their payment method.
- If the timeframe has already passed, suggest they check with their bank using the refund reference.
Can a refund fail?
Yes, in cases such as canceled cards or closed accounts. When this happens, the refund status shows it in the Conekta Panel and you can try an alternative method with the customer.
Are fees refunded too?
It depends on the fee policy in effect for your account. You can check the details in your fee reports or with your account executive.
Has the timeframe passed and it still hasn't arrived?
Share the payment ID, the refund ID, and the date you created it with Support so they can track it.