General Doubts
How to find my refund with the transaction lookup portal?
To request a refund, first you must contact the website where you made our purchase. With our transaction lookup portal you can check your refund’s status following these few steps: How to see my refund's status? Access the portal and type your email ...
Any other questions? Contact us!
If you have not found the answer to your queries, we are happy to help. You can contact our team through the following button: Contact us Remember that you can find your transaction immediately by using our transaction lookup portal.
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 credited to your account. If you used any other payment method, you should ...
I need a refund for my purchase
We can only process 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 ...
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 ...
I never received a refund of my cash payment. What should I 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 one of these reasons: The data we receive to make the refund is incorrect. The bank did ...
I never received the link to process my refund
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 so that we can help you, as it is possible that your email may have been incorrectly ...
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 bank transfers: 5 business days since we receive the bank account details. You can find your transaction immediately by using our ...
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 process refunds for those same payments. The merchant has authorized your refund and requested dLocal to process it. If you already requested a refund to the website ...
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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 credited to your account. If you used any other payment method, you should ...
I need a refund for my purchase
We can only process 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 ...
I didn't get the PIN code to finalize my deposit
If you do not receive the PIN code, please choose the option "I did not receive the PIN code" on the same page where it was requested. The system will open a new window and if there is any divergence in the registered phone number, you can change it ...
I paid and I haven't received the signal code yet
You should be able to receive the signal code and any other details of the services and products you purchased directly from the support team of the website on which you made the purchase. Usually these details are sent to you via email, so we ...
What if I do not have a bank account?
We can only proceed with reimbursements to bank accounts. If you do not have a bank account, we kindly ask you to complete the form with the account of a trusted third party to receive the money for you. IMPORTANT: Please make sure that the third ...