Please note that the webshop where you placed your order is responsible for processing refunds. Therefore, if you wish to return an item, cancel an order, or receive a refund, please contact the webshop directly.
In most cases, you can expect to receive the refunded amount in your account within 2 business days. For payments made with a credit or debit card, the refund typically appears on your bank statement within 14 days.
General refunds
There are a few cases to look into if you still can not locate a refund:
1. Verify the Refund Status: check the status of the refund in your Mollie Dashboard under Transactions > Payments. Ensure that the refund status is marked as "refunded."
2. Check the Customer's Bank Statement: it's possible the refund was issued under Mollie's name. To verify, please check your transaction history for an entry with the expected refund amount, but listed under Mollie's name and credentials. You may also confirm with the webshop if the refund was processed correctly.
3. Insufficient Balance: ensure that your Mollie account has sufficient balance to process the refund. If not, the refund might be queued until the balance is available (top up the balance to queue the refund).
In case you are checking for a customer of yours who still can't recognize the payment, please contact support after the specified period, they can provide you with a proof of transaction.
Reporting a payment
If you still don’t recognize a payment or if you can’t reach the webshop, you can report the transaction you would like to be refunded:
- Find your transaction.
- Select Report this payment.
- Enter your details and describe the situation.
- Click Send.
We will save your report and contact the webshop if necessary. If you think you may be a victim of fraud, please contact the authorities.
Credit Card Refunds
How to recognize if a refund was issued?
We consider a refund successfully processed, when both of the below conditions are met:
1. The status of the payment in Mollie is refunded or partially refunded.
2. You can see the Acquirer Reference Number (ARN) in the transaction details.
If the refund was not received:
- It can take up to 14 business days for a refund to be visible on the consumer’s account. This means between 18 and 20 calendar days (if the refund falls on the weekend / there are bank holidays in between).
Please wait out the above period before contacting Support.
If 20 days have passed but the refund still was not received:
- Look up the Acquirer Reference Number (ARN) in the transaction details. The ARN is a unique 23-digit identifier assigned to card refunds. This number is only created when the funds move from the acquirers’ accounts to the cardholders' bank or card providers (the issuer).
If the ARN number is visible, it means the money has been sent to the bank of the customer (hence, ARN is the proof that the refund was issued).
If a merchant requests evidence that the refund was processed successfully, please provide them with the ARN that they can use to contact their bank for further information.
If 20 days have passed and the consumer claims that their bank confirmed that no refund was received:
If 20 business days have passed and the ARN has been provided to the consumer but they still claim that they did not receive the refund, please contact Support with the following information:
1. A proof of payment for the original charge.
2. A copy of the bank statement for the period starting with the date of the refund + 14 business days so we can see that the refund has not been received.
If those documents are not provided, unfortunately, we are not able to investigate the issue further.