Merchant Returns and Refunds

If the cardholder needs to return a purchase or is seeking a refund from a merchant, it is best to work with the merchant directly. They will initiate a return and process a refund to the True Link Visa® Prepaid Card.

Key facts about merchant returns and refunds:

Please contact the merchant directly regarding returns and refunds.
It often takes several days for a refund to be processed. We encourage you to reach out to the merchant if you don’t see the refund within several days. If a refund hasn’t been processed within a week, please feel free to contact our Customer Support team.
Once the refund is processed, you will see the refund reflected in statements, transaction reports, and any other areas on the dashboard where the transaction was listed.

If you are anticipating a purchase refund from a merchant and are planning to permanently close the card, it is best to ensure the refund is processed before closing the card.

Contacting merchants directly

If a cardholder purchased merchandise or a service in a retail location, the cardholder can usually call the merchant or visit them in person to request a refund.

For online purchases, try doing a web search 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 you already tried working with the merchant and weren’t able to fix the problem, please feel free to contact our Customer Support team for assistance filing a dispute. The cardholder can also reach out to our Customer Support team to open a dispute investigation.