It's the most common question about refunds: the refund has already been issued, but the buyer doesn't see the money. The explanation is almost always bank processing times — this guide helps you confirm that and know when the buyer's bank should take over the case.
Quick checks
Check the refund status
Open the refund in the payment details. If it shows as in progress, the money is still in transit; if it shows as failed, the problem is different — follow What to do if a refund was declined or failed.
Check how much time has passed
Once the status is Completed, the buyer's bank may take a few business days to reflect the credit; with cards, it sometimes appears as an adjustment on the statement rather than as a visible deposit in the app.
Share the receipt
Send the buyer proof of the refund — identifier, date, and amount — following How to send a refund receipt. Ask them to check the statement for the period, not just recent transactions.
When they should contact their bank
If the refund is Completed, the typical timeframe has passed, and the credit doesn't appear on the statement, the investigation falls to the issuing bank: with the receipt, the buyer can ask the bank to trace the refund. At that point Conekta has already delivered the funds, and the bank is the one that can locate the credit.
If the bank can't find the credit
Gather the refund ID, the processing date, and the reference number of the inquiry the buyer made with their bank, and share them with Support to open a formal trace.