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uk Money & financial emergencies merchant says refunded • refund not showing • card transaction reversed • reversed payment still there • refund promised not received • refund pending in banking app • card payment shows reversal • authorisation reversed confusion • voided card transaction • missing card credit • refund stuck pending • banking app shows reversed • card statement doesn’t match • refund confirmation missing • acquirer reference number arn • refund tracking number • card refund delayed • reversed charge but no money • card payment reversed status • refund says completed but isn’t

What to do if…
a merchant says they refunded you but the card transaction is still showing as reversed

Short answer

First confirm whether you were actually charged or whether it was only a cancelled authorisation (“reversed”). Then get the merchant’s refund proof (date/time and a traceable reference like an ARN) and ask your card provider to trace the missing credit or raise a chargeback if you’re out of pocket.

Do not do these things

  • Don’t assume “reversed” means “refunded”: a reversal/void often cancels a pending hold, while a refund usually appears later as a separate credit.
  • Don’t keep re-contacting the merchant daily without new information; ask once for specific proof you can use.
  • Don’t close the account or cancel/replace the card just to “reset” this; it can make tracing harder.
  • Don’t rely on screenshots that don’t show a refund date/time/amount and a clear reference (they may not be traceable).
  • Don’t throw away return/postage proof if this relates to a returned item.

What to do now

  1. Work out whether money actually left your account.

    • Open the transaction details and check whether it is pending or completed/posted.
    • Check whether there is a separate refund/credit line (refunds typically post separately; the original entry may remain as-is).
    • Check your available balance versus your statement/ledger balance (a pending hold can affect available funds until it drops).

  2. Save a clean record of what you see today.

    • Screenshot the transaction details (date, amount, merchant name, and the “reversed” wording).
    • Note any identifiers shown (reference number, merchant location, transaction time).

  3. Ask the merchant for refund proof that can be traced. Request (in one message):

    • Refund date and time processed
    • Refund amount
    • Confirmation it went back to the same payment method (same last 4 digits, or same wallet card token if you used Apple Pay/Google Pay)
    • A refund reference and, if available, an ARN (Acquirer Reference Number) or trace/reference number from their payment provider
    • Confirmation they issued a refund (not just “voided/reversed” an authorisation)

  4. Contact your card provider and ask them to trace a missing credit.

    • Use the phrase: “Please trace a missing refund credit.”
    • Give them: amount, original transaction date, merchant name, and the merchant’s refund date + reference/ARN (if you have it).
    • Ask them to check whether the credit is stuck because of a card replacement, expired card, or tokenised wallet payment.

  5. If you are out of pocket, ask your provider about a chargeback.

    • Say: “Merchant says they refunded, but no credit has posted. Can you raise a chargeback for a missing refund under the card-scheme rules, and tell me what evidence you need?”

  6. If it’s still not resolved, move to the provider’s formal complaints route (in writing).

    • Make a formal complaint to the card provider and keep a copy.
    • If you get a final response you disagree with, or 8 weeks pass without one, you can take it to the Financial Ombudsman Service. (There is usually a time limit to do this after the final response, commonly within 6 months.)

What can wait

  • You don’t need to decide today whether you’ll escalate beyond your card provider; first get traceable refund details and a clear trace result.
  • You don’t need to threaten legal action or post publicly to “force” a refund.
  • You don’t need to cancel the card unless you believe there’s fraud or ongoing unauthorised activity.

Important reassurance

This is common because banking apps use confusing labels. “Reversed” often refers to a cancelled hold, not a posted refund. Once you have the refund’s processing date and a traceable reference, your provider can usually locate what happened to the credit.

Scope note

These are first steps to stabilise the situation and avoid losing time or evidence. If the money is still missing after tracing, chargeback, and (if needed) a formal complaint, you may need specialist help for the next stage.

Important note

This guide is general information, not legal or financial advice. Card providers and card schemes use different terminology and processes; keep everything in writing and follow your provider’s formal instructions where they differ.

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