Issue:
Payment fails but amount is debited.

Cause:
Bank processing delays after failed transactions.

Resolution:

• Inform customers that refunds are processed automatically within 5–7 business days.
• Share transaction reference number for tracking.
• Advise customers to contact their bank if refund is not received within the timeline.
• Offer to send confirmation email for reassurance.

Guide customers through the app:

1. Ask them to open the app and log in.
2. Go to Help.
3. Tap Payment Issues.
4. Submit the payment reference number to coordinate with the payment provider.