After you create a refund, you can track its progress from the Conekta Panel. Checking it tells you whether the refund has already been processed, is still on its way, or needs your attention — and it's the first thing to review if a customer asks about their money.
En Panel Conekta: Payments → Payment details → Refunds
Steps
Find the original payment
Search for the operation by ID, amount, or date in the payments section. Refunds always live inside the details of the payment that originated them.
Open the refunds section of the details
There you'll see each refund with its amount, creation date, identifier, and current status.
Interpret the status and take action
Use the status guide below to know what comes next in each case.
What each status means
- In progress: the refund was created and is on its way to the customer's bank. No action is needed; bank transit usually takes a few business days.
- Completed: the money was sent by Conekta. If the customer still doesn't see it, the next step is to share the receipt with them so they can verify it with their bank.
- Failed or declined: the refund couldn't be processed — for example, due to a problem with the destination card. Check the reason in the details and see the failed refunds guide.
Next step
If the status is Completed but the customer doesn't see the money, follow The buyer says they didn't receive their refund. If it shows as failed, go to What to do if a refund was declined or failed.