If a merchant confirmed your refund but it hasn't appeared in your AstroPay account, here is what you need to know.
Why is the refund still pending?
After a merchant approves a refund, they must send the funds back through the original payment channel. AstroPay can only process the refund once the merchant sends it. This can take up to 30 days depending on the merchant.
What you can do
Confirm with the merchant that the refund has been sent, not just approved.
Ask for proof or confirmation of the refund (receipt or reference number).
Once the refund is sent, the money is added to your AstroPay balance automatically.
If the merchant confirms the refund has been processed and it is still not visible, provide the proof so the issue can be reviewed.