Home I wish to cancel my purchaseHow do I track my refund request?

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How do I track my refund request?

In addition to allowing you to request a refund, our platform also allows you to track it, providing greater autonomy and control over your purchase.  

By accessing the refund tracking portal, you will have the opportunity to check important information such as the status of your request, the estimated time to receive the refund, and details about the payment method. 

In this article, we teach you how to track your request step-by-step: 

  1. Access the refund tracking portal by clicking here. 
  2. In the portal, you must enter the transaction code of your purchase. If you're having trouble finding this code, we recommend you check out this article.  
  3. Enter the email registered with your purchase and click Search. 
  4. A verification code will be sent to the email informed. You must access your email inbox, copy the code sent and enter it in the indicated field. 
  5. Once you enter the code, you'll be able to monitor the status of your refund request.  

The timeframe to receive your refund may vary depending on the payment method you've chosen when making your purchase. It can also vary depending on the financial institution used in the purchase.  

Below, you can check out the timeframes, according to the payment methods indicated:  

Payment method Time frame Receipt method
Nequi 7 working days Nequi account
14 working days Card or account linked to the platforms
MACH 12 working days Card or account linked to the platform
Mercado Pago It may vary according to the country in which the purchase was made. For more information, you can visit the Mercado Pago support page Card or account linked to the platform
Boleto de Pago
15 working days after sending the form Bank account indicated on the form
Informed by the bank Informed by the bank

* For these payment methods, you'll need to request a refund directly from your bank. This case is applicable only in countries that accept these payment methods. 

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