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. Refunds are processed by the merchant and routed through the card network back to your account.

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:

• Refund: A voluntary return of funds issued by the merchant. This is typically the fastest and simplest way to resolve an issue.
• Dispute (chargeback): 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 will return only a portion of the original charge based on what was returned, adjusted, or deducted.

Partial refunds are common in scenarios like:

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

These refunds are processed separately from the original transaction and will appear as a new credit for only the refunded portion, rather than updating the original charge.

How Refunds Appear in Your Account

In Slash, refunds typically appear in two stages:

1. Pending refund: When the merchant initiates the refund, you’ll see a pending credit on your account. This indicates the refund is in progress but hasn’t fully settled.
2. Completed refund: Once the refund settles (usually within 5–10 business days, depending on the merchant and card network), the funds are fully available in your account.

You can view refunds in your transaction history. They’ll appear as credits with the original merchant’s name.

Refund Timing

Most refunds take between a few business days to over a week to appear in your account. Refund timing can vary depending on:

• Merchant processing: Merchants may take 1–5 business days to initiate a refund after approving your request.
• Card network processing: Once initiated, refunds take an additional 3–5 business days to settle through the Visa network.

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

Provisional Credit During Disputes

When you file a dispute, Slash may issue a provisional (temporary) credit to your account while the investigation is ongoing. This credit gives you access to the disputed funds before the case is fully resolved.

Provisional credits are not issued automatically. They are evaluated on a case-by-case basis depending on the nature of the dispute (for example, fraud vs. a billing disagreement). If the dispute is resolved in your favor, the provisional credit becomes permanent. If the dispute is denied, the provisional credit will be reversed.

To request a provisional credit or ask about eligibility, contact support at support@slash.com with your dispute details.

How Refunds Relate to Your Billing Cycle

If you receive a refund on a Slash Charge Card, how it affects your balance depends on when the refund is issued relative to your billing cycle. If the original charge has already been included in a statement you’ve paid, the refund won’t reverse that past payment; instead, it will show up as a credit on your account.

The same applies to provisional credits issued during disputes. If a provisional credit is applied to your account and you’ve already paid the original charge on a prior statement, it will appear as a credit toward your next billing cycle.

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 with the merchant’s confirmation details so we can trace the transaction, or use the in-app chat in your Slash dashboard.