---
id: help.refunds.when-customer-sees
title: "When will my customer see the refund?"
canonical: https://docs.secureprocessing.app/help/refunds/when-will-my-customer-see-it
description: "We send a refund to the bank as soon as you make it, and your customer’s own bank decides when it shows on their statement. We cannot give a number of days for a bank that is not ours."
last_verified: 2026-11-01
---

# When will my customer see the refund?

We send a refund to the bank as soon as you make it, and your customer’s own bank decides when it shows on their statement. We cannot give a number of days for a bank that is not ours.

## What we control

Most refunds are answered by the bank straight away. If its answer does not reach us, we keep checking with the bank until we know, which can take longer in Test mode. There is no need to refund it again. The amount stays reserved in the meantime, so a second refund could not go past what was paid anyway.

## What we do not control

After the money leaves, your customer’s own bank decides when it appears. It may show as a credit, or as the original charge disappearing.

If you refund a whole payment before the bank has settled it, we cancel the charge instead of sending money back. It may then never appear on your customer’s statement at all, which is normal.

## What to tell your customer

- The refund has been made, on the date shown on the payment’s page.
- We email them a refund receipt if we have their address.
- If they cannot see it, their bank is the one to ask.

Their card is credited in Belize dollars, even when the payment was priced in US dollars.

For developers: [Refunds](https://docs.secureprocessing.app/refunds.md)

## Related

- [Refund a payment, in full or in part](https://docs.secureprocessing.app/help/refunds/refund-a-payment.md)
- [Why was my refund refused?](https://docs.secureprocessing.app/help/refunds/why-was-my-refund-refused.md)
- [Do I get your fee back when I refund?](https://docs.secureprocessing.app/help/refunds/do-i-get-your-fee-back.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the payment’s id and the date of the refund.