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Understanding Your Refund
Everything you need to know about how refunds work, how long they take, and what to do if yours has not arrived yet. Written clearly, without the jargon.
How Long Does a Refund Take?
Once a refund is processed, the timeline depends entirely on your card-issuing bank or financial institution. OnePay submits the refund immediately on our end. After that, the funds travel through the card network and into your account.
Most refunds arrive within 3 to 5 working days. This is the typical processing time across Visa and Mastercard. If your refund arrives in this window, everything has worked as expected.
Some banks take longer. A refund can take up to 10 working days. Working days exclude weekends and public holidays. Please wait the full 10 days before taking further action.
What Counts as a Working Day?
Where Will the Refund Appear?
Your refund always returns to the original payment method. It cannot be redirected to a different card, account, or wallet.
The refund appears as a credit on the same card used for the original payment. It may show as a pending credit before it fully settles. Check your card statement or banking app.
If you paid using FriMi, QPlus, HelaPay, or Google Pay, the refund returns to the same wallet. Check your wallet app for incoming credits in your transaction history.
Refunds Cannot Be Sent to a Different Account
Refund Not Arrived After 10 Working Days?
If 10 full working days have passed and your refund has still not appeared, it is time to contact your card-issuing bank or financial institution and request a chargeback. Here is exactly how to do it, step by step.
Before You Call Your Bank
Gather your transaction details
Before calling your bank, collect the following information. Having it ready makes the process faster and ensures the bank can locate your transaction quickly.
Information You Will NeedTransaction amountThe exact amount charged, including currency. For example: LKR 4,800 or USD 25.00.Transaction date and timeThe date and approximate time of the original purchase. Find this in your email receipt or card statement.Merchant name on your statementThe descriptor that appeared on your bank statement for the OnePay charge. This helps the bank identify the merchant.Refund confirmation from OnePay (if available)Any email confirming that OnePay initiated the refund. This helps prove the refund was sent on our end.Call your card centre or visit your bank
Contact the customer service number on the back of your card and ask to speak to the disputes or chargebacks team. Explain that you are requesting a chargeback for a refund that has not arrived after the standard 10 working day processing period.
What to Say to Your Bank“I made a payment on [date] for [amount]. The merchant confirmed they issued a refund, but it has not appeared on my account after 10 working days. I would like to open a chargeback claim, please.”
Request and record your chargeback reference number
Once your bank opens the chargeback case, they will assign it a reference number. Ask the bank agent to confirm this number before you end the call.
Always get your chargeback reference numberThis number is your proof that a dispute case has been opened. Write it down, save it in a note on your phone, or ask the agent to send it to you by SMS. You will need it if you follow up with the bank or contact OnePay for assistance later.
Keep the reference number safe and wait for the bank to resolve the case
Your bank will investigate the chargeback and process the claim. Resolution timelines vary by bank and card network, but most cases are resolved within 15 to 45 days. You do not need to do anything further. The bank will contact you if they need additional information.
Contact OnePay if Your Bank Needs Merchant Documentation
Sometimes banks ask for a letter from the merchant confirming the refund was issued. If your bank requests this, email us at info@onepay.lk with your transaction details and chargeback reference number. We will provide the documentation you need within one business day.
Why the Refund Process Is Out of Our Hands
We know waiting is frustrating. Here is an honest explanation of what we can and cannot control, so you understand exactly what is happening with your money.
When OnePay processes a refund, we submit it to the card network right away. From that point, the refund travels through the card network itself, then to your card-issuing bank, and finally into your account. Every step after we submit the refund is outside our control.
Different banks handle incoming refunds on different schedules. Some post them overnight. Others process refunds in weekly batches. International cards may also involve currency conversion steps that add time. These are decisions made entirely by your bank.
We cannot call your bank to speed up the credit, and we cannot see where the funds are sitting in your bank's internal processing queue. What we can do is confirm on our side that the refund was submitted, and provide documentation to support your chargeback claim if needed.
What OnePay Can Do for You
Common Questions About Refunds
My refund has been pending for 7 working days. Should I be worried?
Not yet. The maximum expected window is 10 working days. Seven days is still within the normal range for some banks and card types. Please wait until the full 10 working days have passed before contacting your bank or us.
Can my refund go to a different card or account?
No. Refunds must always return to the original payment method. This is a card network rule that applies across Visa, Mastercard, and Amex. If you no longer have access to that card, please contact your bank directly to assist with recovering the funds.
Will requesting a chargeback affect anything negatively?
No. A chargeback is a legitimate consumer protection process. If your refund has not arrived after 10 working days, initiating a chargeback through your bank is the correct next step. OnePay will cooperate fully with any chargeback investigation and provide the bank with the documentation they need.
The merchant told me they issued the refund but I see nothing on my card. What is happening?
The merchant may have genuinely submitted the refund, but it is still moving through the card network and your bank's processing system. Allow the full 10 working days. If nothing appears after that, follow the steps in this guide to contact your bank and open a chargeback claim.
What information does OnePay need to help me track my refund?
Please provide your original transaction date, transaction amount, the email address used for the purchase, and any order or reference number from your receipt. Email this to info@onepay.lk and our team will check the status on our end and respond within one business day.
Does a refund restore my credit card limit?
Yes. Once a refund posts to your credit card, it restores the available credit by that amount. On a debit card, the funds return to your available balance. The exact timing depends on your bank's posting schedule.
Still Need Help?
Our team is here. If you need a refund confirmation letter for your bank, or if your situation does not match what is described in this guide, reach out and we will look into it together.
Email us at info@onepay.lk with your transaction details and we will respond within one business day.
When emailing, please include your transaction date, transaction amount, and the email address used for the purchase. This helps us locate your record quickly and respond accurately.
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