If the cardholder needs to return a purchase or is looking for a refund, the merchant can start the return and send the refund back to the Visa® Prepaid Card.
In this article, you'll learn how merchant refunds reach the Card, how to contact a merchant, and what to do if a refund doesn't arrive.
Key facts about merchant returns and refunds
- Refunds go back to the Card. When a merchant processes a refund for a purchase made with the Card, the money is returned to the Card balance, not to the savings account managed by Vestwell.
- Refunds can take several days. It often takes several days for a merchant refund to be processed and appear on the Card. The timing depends on the merchant.
- You'll see the refund everywhere the purchase appears. Once the refund is processed, it shows up in statements, transaction reports, and anywhere else on the dashboard where the original transaction is listed.
- Planning to close the Card? If you're expecting a refund and plan to permanently close the Card, it's best to wait until the refund has been processed before closing it. See Close a Card.
Contacting the merchant
Merchants can often process a refund faster than the dispute process, so it may be worth contacting the merchant. This is optional: you are not required to contact the merchant before filing a dispute with us.
- In-store purchases: The cardholder can usually call the merchant or visit the store in person to request a refund.
- Online purchases: Try searching the web for the merchant's name plus "refunds" or "returns." The merchant's website may also have a "Contact Us" or "Customer Support" section with instructions for getting help.
If the refund doesn't arrive or the merchant can't help
If a refund hasn't appeared on the Card after several days, or the merchant isn't able to fix the problem, contact our Customer Support team — we can help you review the transaction and file a dispute. You are not required to contact the merchant before filing a dispute with us. For more, see Disputing Fraudulent Transactions or Merchant Errors.
Please be aware
- Refunded money can't be moved back to the savings account. Once money is on the Card, it can't be transferred back to the savings account managed by Vestwell. If you'd like funds on the Card returned to you, True Link can send them by check at no cost. Contact our Customer Support team to request a check.
If you have any questions about merchant returns and refunds, please don't hesitate to contact our Customer Support team.