Refund issued but money not received

If a refund has been issued but the money has not arrived, first check the status with the supplier: Invoicebox transfers the funds only after the supplier's confirmation.

Why the delay happens

The refund is issued by the service supplier or the store. Invoicebox transfers the money after the supplier confirms the order cancellation. If there is no confirmation yet, there is no transfer.

What to do

1. Contact the supplier — the store or service issuing the refund — and check the status.
2. If more than 20 days have passed since the refund was issued, contact Invoicebox support:
   • via the online chat on the website;
   • at c-support@invoicebox.ru.

We will check whether the supplier's confirmation has been received and look into the cause of the delay.