Refunds & Failed Transactions

Every transaction has a status

• Successful: the provider has confirmed delivery. Your receipt shows the reference and, for prepaid electricity, the token.
• Pending: we've sent your request but the network or biller hasn't confirmed it yet. You don't need to pay again.
• Failed: the purchase didn't go through. The receipt tells you whether money was taken and what happens next.
• Reversed: money for a failed purchase has been returned.

Pending transactions

A slow network isn't the same as a failed payment. While a transaction is pending, we keep checking its status with the provider using the original reference. We won't retry it with another provider, because that could deliver it twice. Once we have a final answer, the status updates in the app.

When you get money back

• If a purchase fails and money was taken, we reverse it once the provider confirms the failure.
• Timing depends on how you paid and on the provider. The app shows the expected timing on the transaction.

When we can't refund

• A successful purchase delivered to the number, meter or smartcard you entered, even if it was entered incorrectly.
• Airtime, data or tokens that have already been used.

Always check recipient details on the review screen before you confirm.

Raising a problem

Open the transaction in the app and tap for help, so the reference is included automatically. Or email support@dealfusion.co.uk with the transaction reference, the date and a short description. We reply during business hours (Monday to Friday, 9:00am to 6:00pm WAT).