If there is a transaction cancelled or charged twice that have not yet received a refund, you can check with the merchant to see if the refund instruction has been sent to the clearing house. The time taken for the refund to arrive may vary depending on the actual processing time of the merchant and clearing house.

A few steps for you to find out the refund status:
1. Contact the merchant to confirm whether a refund instruction has been sent to the clearing house. We’ll proceed and prioritise the refund when the instruction is received; if the merchant has not sent any clearing instructions, we’ll automatically refund after the settlement deadline.
2. The exact time of a refund varies depending on the actual processing time of the merchant and clearing house. Generally, the final settlement date for a merchant is 30 days after the payment date. To check the refund status, you can go to the ZA Bank App > homepage > Activity or Account > ZA Card tab to view the transaction record.
3. If the merchant has provided you refund/cancelation confirmation, please prepare the following documents and contact us via online chat in the ZA Bank App:
■ Copy of the receipt
■ Refund/cancellation proof