A merchant can return funds in different ways depending on the payment’s stage.
Stage | Reversal | Refund |
When | Before the payment settles | After the payment has settled |
What it does | Cancels or adjusts an authorization and can release reserved funds | Returns money, recorded as a return linked to the earlier payment |
Who starts it | The merchant, when it doesn’t complete the original amount | The merchant — ask it to initiate the refund |
Reversal
A reversal cancels or adjusts an authorization. It can release reserved funds when the merchant doesn’t complete the original amount.
Refund
A refund returns money after a payment has settled. It’s recorded as a return linked to the earlier payment.
Ask the merchant to initiate a refund. Kolo can’t replace the merchant’s refund process.
Track a Return
Get the merchant’s confirmation that it has issued the refund or cancelled the authorization.
Open the original payment in Transactions.
Check its status and any related return.
Review the account balance and returned amount.
The interface status alone may not describe every stage of the payment. Check the related operations and amounts as well.
Where Funds Return
Returned funds go to the account associated with the original payment.
Account closed? Contact support to confirm how the return will be credited. Include the original Transaction ID.
Freezing or closing the card doesn’t, by itself, prevent a return for an earlier payment.
Troubleshooting
Issue | What to do |
The amount or timing differs | A return may be partial. Exchange rates and applicable fees can also affect the amount received — see Ads Cards Fees. Processing depends on the merchant and the payment route, so use the merchant’s confirmation when asking for an update. |
The return is missing | Contact support with the original Transaction ID, the merchant’s refund confirmation, the amount, and the date it was issued. If the merchant hasn’t resolved the issue, see Dispute an Ads Card Payment. |
Need Help?
Contact us through the support widget or at [email protected] with the original Transaction ID, the merchant’s refund confirmation, the amount, and the date it was issued.