In addition to allowing you to request a refund, our platform also allows you to track it, providing greater autonomy and control over your purchase.
By accessing the refund tracking portal, you will have the opportunity to check important information such as the status of your request, the estimated time to receive the refund, and details about the payment method.
In this article, we teach you how to track your request step-by-step:
- Access the refund tracking portal by clicking here.
- In the portal, you must enter the transaction code of your purchase. If you're having trouble finding this code, we recommend you check out this article.
- Enter the email registered with your purchase and click Search.
- A verification code will be sent to the email informed. You must access your email inbox, copy the code sent and enter it in the indicated field.
- Once you enter the code, you'll be able to monitor the status of your refund request.
The timeframe to receive your refund may vary depending on the payment method you've chosen when making your purchase. It can also vary depending on the financial institution used in the purchase.
Below, you can check out the timeframes, according to the payment methods indicated:
| Payment method | Time frame | Receipt method |
|---|---|---|
| Credit or debit card | Current or next invoice, depending on whether the purchase was made by debit or credit card | Card registered during purchase |
| PayPal Google Pay Apple Pay |
Current or upcoming invoice, depending on the type of card (debit or credit) linked to the digital wallets | Account linked to the digital wallets |
| SeQura (Spain) Klarna (European Union) |
14 business days | Account linked to the platforms |
| BACS* (United Kingdom) SEPA* (European Union) |
Informed by the bank | Informed by the bank |
| Nequi (Colombia) | 7 business days | Nequi account |
| PSE (Colombia) | Up to 15 working days | Bank account used for purchase |
| Bancolombia (Colombia) | Up to 10 working days | Bank account associated with the payment made via Bancolombia |
| Mercado Pago (Mexico) | It may vary according to the country in which the purchase was made. For more information, you can visit the Mercado Pago support page (available in Spanish) | Card or account linked to the platform |
| SPEI (Mexico) | Up to 10 working days | Bank account associated with the payment made via SPEI |
| MACH (Chile) | 12 business days | Card or account linked to the platform |
| Servipag (Chile) | Up to 10 working days | Bank account associated with payment made via Servipag |
| Oxxo (Mexico) Efecty (Colombia) Sencillito (Chile) Pago Efectivo (Peru) |
15 business days after sending the form | Bank account indicated on the form |
| Multibanco (Portugal) | Up to 15 working days | Bank account associated with the payment made |
| MB WAY (Portugal) | Up to 7 working days | Account linked to the platform |
| PIX (Brazil) | Up to 7 business days | PIX origin account |
| Hotmart balance (Brazil) | 5 business days | Hotmart account |
| Hotmart App Wallet (Brazil) | Current or upcoming invoice, depending on the type of card (debit or credit) linked to the digital wallet | Card or account linked to digital wallet |
| Parcelex (Brazil) | 8 business days | Parcelex will contact you to process the refund |
* For these payment methods, you'll need to request a refund directly from your bank. This case is applicable only in countries that accept these payment methods.
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