Yes, you can request a refund by contacting our support team. Please note that the refund process may vary depending on the status of the transaction at the time of the request.
If the transaction has not been delivered to the recipient, we would initiate the refund.
If the transaction has been delivered to the recipient, a refund may not be possible, as the funds might have been used by the recipient. However, please note that we would make all efforts to recover your funds.
Transaction has not been processed
For cases where the transaction has not been processed and the funds are still in our position, we would initiate a refund from our position to the source account. This means that the refund would be processed to the account or payment instrument you made payment from. In some cases, we might contact you to verify the account payment was made from to enable us complete the refund. It takes between 1 - 3 business days for us to verify the source account and initiate the refund from our position. Once we initiate the refund, it would take between 3 - 15 business days for the refund to arrive at your position. We will notify you via email as soon as the refund is on its way.
If your refund exceeds this timeline or if you have any concerns on the refund, please contact our support team via the In-app chat messenger on your dashboard or send an email to send@flutterwavego.com. When contacting us, please include the following information:
Proof of refund confirmation (refund email or chat confirmation received)
Transaction reference number. To locate this;
Login to your Send App account,
Navigate to the transactions tab,
Locate and select the affected transaction,
Locate the reference number and copy it.
Reason for complaint
Note: In some cases, we may need to engage our payment service provider for further checks or resolution. This process can take anywhere from 2 to 35 business days. Rest assured, we will keep you informed throughout the process.