Something didn't go as expected with a purchase? Here's how to request a refund and what to do if you need to open a formal dispute.
First step: contact the merchant
Refunds are the merchant's responsibility. Neither Ontop nor Visa can issue them directly. The process always starts there.
- Contact the merchant and follow their return policy
- Save the confirmation email or receipt of the approved refund
- Wait 5 to 10 business days for the money to appear in your account
In some cases the process can take up to 30 days due to weekends or holidays. The refund is credited directly to your Global Account.
Is your refund delayed?
If the merchant confirmed the refund but it hasn't appeared after 15 business days, reach out to us. Have ready:
- Original transaction details: merchant, date, and amount.
- Proof of the approved refund from the merchant.
⚠️ Important: If the refund was sent to an old or previous card, please note that these cases require a manual review by the Ontop team. Make sure to let us know if this applies to your situation so we can handle it accordingly.
Do you need to open a dispute?
A dispute is your last resort when the merchant won't help. It only applies in these cases:
- The product was defective or the service wasn't delivered and the merchant refuses to refund
- You see a charge you don't recognize
How to proceed:
- Gather evidence that you tried to resolve it with the merchant: emails, chats, screenshots
- Prepare your documentation: receipts, photos of the issue, and all communication records
- Reach out to us with everything ready and we'll open the formal dispute
Once filed, Visa handles the case and makes the final decision reviewing evidence from both sides. We'll keep you updated on the outcome.
Need help?
Reach out from the app or at support@getontop.com. We're here.