Sample refund ledger: a BRL 15 difference

Suppose a USD 100 purchase settles at BRL 520 and the same USD 100 refund credits BRL 505: the difference is BRL 15. Record purchase, settlement, refund approval and credit dates alongside both currencies. Separately check FX, fees and reward reversal. These hypothetical amounts do not establish that the merchant issued a partial refund.

Cancellation, released holds and refunds differ

If a payment failed but available balance fell, first check whether the original transaction is an authorization hold or a settled purchase. A hold awaiting completion and a merchant-issued refund follow different processes. “The merchant cancelled it” does not necessarily mean the spendable balance returns immediately.

KAST describes refunds as typically taking 10–15 business days after merchant approval, with some cases reaching 30 business days. RedotPay also distinguishes merchant refunds from the return of a failed-payment hold. Do not combine timelines from different products into one universal refund deadline.

Check four things when the returned amount differs

Separate the original BRL amount the merchant refunded, the card-currency credit, excluded original fees and any reversed rewards. RedotPay explains that original transaction fees can be excluded from the returned amount. KAST’s public guidance does not specify a BRL refund rate, so do not promise that an identical quantity of crypto will return.

For tracing, prepare the original transaction reference, merchant processing date and refund reference, receipt and app status. Give support the merchant’s dated confirmation and the current status together; this is more actionable than reporting only that a refund is missing.