dLocal Customer Service Portal


I need a refund for my purchase

We can only make customer refunds when the merchant requests us to do so. Therefore, you should contact the merchant's support team so that they can request an authorize a refund in your favor.
Remember: You can only request refunds for purchases that were made less than 180 days ago.

The seller cancelled my purchase. What am I supposed to do?

If you paid with credit card and the payment has been approved, you must contact the merchant to request a refund. Once the merchant issues the refund you will see the funds being credited to your account.
If you have used any other payment method, you should also contact the merchant as they may be able to refund you directly or instruct us to perform a refund on their behalf. In this case you will receive an email from us with a link to a secure form where you can send us your bank account details where the payment should be refunded, so that we may then proceed to crediting your account.

The seller informed me that dLocal will make the refund. What does that mean?

In the same way that dLocal processes customer payments to merchants, we can also make refunds for those same payments. In this situation, the merchant has authorized and requested dLocal to make the refund and we are the ones who will process it.

How long does it take to process my refund?

  • For credit card payments: 3 business days (usually, it will appear as credit on your next invoice).
  • For cash payments or transfers: 5 business days since we receive the bank account details.
For security reasons, the link that we send you by email can be opened only 2 times and within a maximum of 7 days.
  • If you did not open the link 2 times within the 7 day period, the link should be valid.
  • If you have opened it 2 times but within the 7 day period, please contact us using this form so we can help you.
  • If the 7 day period is already over, you should contact the merchant support team since in this case only they can authorize the refund again.
Sending the email with the link may take up to 24 hours, so you will likely receive it within this period. If more than 24 hours have passed, please contact us via this form so that we can help you, as it is possible that your email may have been incorrectly provided or that the merchant has not yet requested a refund.
Remember: In any case, always check your spam box first, as it is possible that the email is there.

I never received a refund of my cash payment. What am I supposed to do?

The maximum period for receiving a cash payment or bank transfer refund is 5 working days. If this period has already passed, it may have been cancelled due to either one of these reasons:
  • The data we receive to make the refund is incorrect.
  • The bank did not authorize the receipt of the payment in your account.
Please contact the merchant again to request a refund as dLocal may only process a refund with a new authorization from them.

My product went back to the seller. How can I get a refund or resend?

Each of our merchants has different policies regarding shipments, reshipments and cancellations of products. Review the policies of the website where you made the purchase and issue a complaint directly with their support. If the merchant approves the refund request, they will contact us to begin the refund process.

Any other questions?

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