Where are refunds paid to and what to do if a refund isn't paid

Which bank account will payment be refunded to?

The money will be refunded to the bill payer’s card that was used for performing for a corresponding payment. This means that you cannot select any other credit or debit card to receive money when performing a refund.

How long does a refund take?

Refunds are issued immediately. However, it may take up to 3-5 business days for the money to come back to the bill payer’s account.

What should I do if the refund fails?

A refund can fail if the bill payer’s card issuer has been unable to process it (e.g. a card is expired).

If a refund fails, we recommend refunding the amount by cash or cheque.

The bank returns the refunded to Stripe and they return it to your school’s Stripe Connected Account. This process can take up to 30 days from the refund date. Arbor then pays the refund to the right bank account in the next payout.

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