When a buyer asks about their refund, a receipt with the transaction details resolves most questions: it shows that the money has already been sent and gives their bank what it needs to trace it. Here you will see where to get it and what to share.

Before you start

  • Make sure the refund is in Completed status — a refund in progress does not have final proof yet.
  • Have the channel you use to communicate with the buyer handy (email, your store's chat).

En Panel Conekta: Payments → Payment details → Refunds

Steps

  1. Open the refund in the payment details

    Find the original payment and go to the refunds section. Select the refund you want to provide proof for.

  2. Get the receipt

    From the refund details, you can download or copy the proof of the transaction: identifier, processing date, amount, and destination method.

  3. Share it with the buyer

    Send it through your business's usual channel along with a brief note: the date it was processed and a reminder that their bank may take a few business days to reflect it.

What information it should include

  • Identifier of the refund and of the original payment.
  • Refunded amount and processing date.
  • Destination method: the card or account the money was returned to (only the last digits).

Next step

If, even with the receipt, the buyer doesn't see the money after the expected time frame, follow The buyer says they didn't receive their refund.