Understanding Reap Card transaction status and tracking refund

Updated

Who this is for: All Reap card users (cardholders and admins)

What you will learn: How to read Reap Card transaction statuses, track a refund, and what to do if a refund has not arrived.

Overview

When a merchant processes a refund on a Reap Card transaction, the credit does not always appear straight away. This article explains the different transaction statuses in your Reap dashboard, how to verify a refund has been applied, and the steps to follow if a refund is overdue.

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Transaction statuses explained

Every Reap Card transaction displays one of the following statuses in your dashboard:

Status

What it means
Pending The transaction has been authorised but not yet settled by the merchant. The amount is reserved on your card but has not been fully processed.
Cleared The transaction has been fully settled by the merchant. Refunds can only be processed on cleared transactions.
Declined The transaction was not approved. See Understanding Reap Card Transaction Declines for more detail.

How to track a refund

Refunds can only be issued on transactions with a Cleared status. Most refunds take 5 to 14 business days to process after the merchant initiates them.

To check whether your refund has been applied:

  1. Go to Cards > Transactions in your dashboard.
  2. Search or filter for the original transaction using the transaction ID (TID).
  3. Confirm the transaction status shows as Cleared. Refunds cannot be applied to transactions that are still Pending.
  4. Look for a separate refund entry that appears as a credit against the original charge.
  5. You can also check your Reap Card statement - refunds appear as a positive credit amount.

If your refund is taking too long

If it has been more than 14 business days since the merchant confirmed the refund and it has not appeared in your dashboard:

  1. Follow up with the merchant to confirm the refund was initiated on their end.
  2. Ask the merchant for the ARN (Acquirer Reference Number). The ARN is a unique tracking number assigned to the refund by the acquiring bank. It may take 24 to 72 hours after the refund is initiated for the merchant to have this number.
  3. Contact Reap Support with the following details:
    • Transaction ID (TID)
    • ARN (Acquirer Reference Number)
    • Merchant name
    • Amount and date of the original transaction

Frequently Asked Questions

Can a refund be processed while a transaction is still pending?

No. Refunds only apply to cleared transactions. If a transaction is still pending, the merchant may issue an authorisation reversal instead. This causes the pending charge to drop off rather than appear as a separate refund credit.

What is an ARN?

An ARN (Acquirer Reference Number) is a unique identifier assigned to a card transaction by the acquiring bank. You will need this number if you need to escalate a missing refund with Reap Support.

My transaction shows as Cleared but I cannot see a refund. What should I do?

Follow up with the merchant first to confirm the refund was issued and obtain the ARN. Then contact Reap Support with your TID, ARN, merchant name, amount, and transaction date.

The refund appeared on a different card in my statement. Is that a problem?

Refunds currently post to a single physical card regardless of which card initiated the original transaction. This only affects how the refund is attributed in your statement - it does not change your outstanding balance, repayments, fees, or interest calculations.

Contact our Support Team

If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global

For more information, visit Know who to talk to at Reap.

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