What to check
For SMS, check no-message status and confirmed cancellation or expiry. For a card transaction, check the merchant refund reference and card-side processing state.
Common pitfalls
A no-SMS refund returning to the USD wallet does not mean all merchant refunds are immediately credited there too.
The next step
Label support requests as an SMS order or card transaction, provide the corresponding reference, and reconcile the destination and state separately.
Before taking action
- Identify whether the issue concerns account verification, SMS reception or merchant payment.
- Keep SMS order and card transaction references separate, including their refund rules.
- Verify each completed stage; purchase, message reception and account activation are different outcomes.
Keep useful evidence
Record the event time and time zone, order reference, current state and redacted message. Separate completed steps from unresolved outcomes. Do not publish a full card number, security code, password or verification code. Keep support discussions tied to the specific order.