Understanding Refunds to Your Slash Account

Overview

A refund occurs when a merchant returns funds to your Slash Card after a purchase. This typically happens when you return an item, cancel a service, or when a merchant corrects a billing error.

Slash uses both a cash account and a credit account to process card activity and repayments. When a refund is received, the refund is first applied to your credit account balance. If the refund exceeds your outstanding balance, any remaining amount is automatically returned to your cash account during Slash’s daily processing cycle.

Requesting a Refund

To receive a refund, contact the merchant directly and request one. In most cases, the merchant will process the refund back to the original payment method.

If the merchant refuses or is unresponsive, you can file a dispute (chargeback) through Slash by contacting support at support@slash.com.

Refunds vs. Disputes

If something goes wrong with a transaction, there are two main ways to recover your funds: a refund or a dispute. While both result in money being returned, they follow very different processes, timelines, and levels of involvement.

• A refund is a voluntary return of funds issued by the merchant and is typically the fastest and simplest way to resolve an issue.
• A dispute (chargeback) is a formal claim filed through Slash when you’re unable to resolve the issue directly with the merchant. Disputes are submitted through the Visa network and reviewed by the merchant’s bank, which means they can take 30 to 90 days (or longer) to resolve.

Partial Refunds

Not all refunds are issued for the full transaction amount. In many cases, merchants return only a portion of the original charge based on what was returned, adjusted, or deducted. Partial refunds are common when:

• Returning only some items from an order
• Receiving a discount or price adjustment
• Restocking fees are deducted from the return amount

These refunds are processed separately from the original transaction and appear as a new credit for only the refunded portion.

How Refunds Appear in Your Account

Refunds are processed by the merchant and routed through the Visa network back to your Slash account. In Slash, refunds typically appear in two stages:

• Pending refund: The merchant has initiated the refund, but it hasn’t fully settled yet
• Completed refund: The refund has settled and been applied to your credit account balance

Refunds appear as credits in your transaction history using the original merchant’s name.

Under Slash’s current refund system, all refunds are first applied directly to the credit account, even if this causes the balance to become negative. This creates a simpler, single-transaction flow that makes refunds easier to track and reconcile. If your credit account balance becomes negative due to a refund, Slash automatically returns the excess amount to your cash account through a Disbursement Reversal during the daily processing cycle.

Refund Timing & Daily Processing

Most refunds take between a few business days to over a week to appear in your account. Timing can vary depending on merchant processing times and Visa network settlement timelines. Merchants may take 1–5 business days to initiate a refund after approving your request, and once initiated, refunds typically take an additional 3–5 business days to settle through the card network.

Some merchants offer instant refunds at the point of sale. In these cases, the refund may appear immediately or within 24 hours.

Slash also performs a daily reconciliation process at approximately 4:55pm PST. If your credit account balance is positive, Slash processes your Daily Credit Card Payment from your cash account. If your credit account balance is negative, Slash processes a Disbursement Reversal to move the excess refunded amount back into your cash account and reset your credit account balance to zero.

Example Refund Scenarios

Refund Offsetting Outstanding Spend

If you spend $1,000 on your Slash Card and later receive a $500 refund before your daily repayment is processed, the refund is applied to your credit account balance first. This reduces the amount owed from $1,000 to $500, so your daily repayment from your cash account would only be $500 instead of $1,000.

Refund Creating a Negative Credit Balance

If your credit account balance is $50 and you receive a $100 refund, the refund brings your credit account balance to -$50. If no additional card spend settles before the daily processing window at 4:55pm PST, Slash automatically issues a $50 Disbursement Reversal to your cash account.

Additional Spend Before Daily Processing

If your credit account balance is negative and additional transactions settle before 4:55pm PST, those transactions offset the negative balance before any remaining amount is returned to your cash account.

For example, if your credit account balance becomes -$50 after a refund and a new $20 transaction settles before the daily processing window, your balance would become -$30. Slash would then issue a $30 Disbursement Reversal to your cash account.

Need More Help?

If your refund hasn’t appeared after 10 business days, first confirm with the merchant that the refund was processed and request a refund confirmation or ARN (Acquirer Reference Number).

If the merchant confirms the refund was sent, contact Slash support by using the in-app chat in your dashboard; include the merchant’s confirmation details so we can better trace the transaction.