When a merchant issues a refund for a purchase you made with a Cloaked Pay card, the money is always passed directly back to the original funding source you used for the purchase (e.g., your linked debit or credit card).

However, the refund process involves multiple institutions and is not instant. Here is the typical path your refund takes:

1. Merchant Processing: First, the merchant must approve and initiate the refund on their end. This can take several business days.
2. Bank & Network Processing: The refund then travels from the merchant's bank through the card networks (like Visa or Mastercard) before it reaches us.
3. Final Credit to Your Account: Once we receive the credit, our system processes it back to your original funding source. Your bank or credit card company must then process it and post it to your account, which can also take a few days.

While many refunds appear within 5-7 business days, the entire process can sometimes take up to 10 business days or slightly longer for the credit to appear on your bank or credit card statement, depending on the merchant and banks involved.

Important Details

• Check the Right Statement: The refund will not appear in your Cloaked account. Be sure to check the statement for the original funding source used for the purchase.
• Deleted Cloaked Cards: Even if you have since deleted the Cloaked virtual card you used, the refund will still follow the original transaction path back to your funding source automatically.
• Refund Amount: You will receive the exact amount that the merchant sends back. This may not include non-refundable fees from the merchant or any foreign transaction fees that were charged by your own bank on the original purchase.

If more than 12 business days have passed since the merchant confirmed your refund, and you've double-checked the correct funding source statement, please contact Cloaked Support so we can help you investigate.