Let’s talk about refunds. It’s one area of our product that hasn’t been great. Refunds didn’t display very well in your wallet view. Sometimes you could see them as REFUNDED, but you couldn’t see the amount. Sometimes you didn’t see any of a refund in your wallet view at all. And some refunds took a very long time to get to you. But all that has just changed, with our latest app release.
When a merchant sends a refund to your Curve Card, we try to match it with your original transaction so that we know which card to push it to.
Sometimes it’s easy - we can match the transaction amount, merchant, date, or something else about the refund and original transaction, allowing us to push the refund to you right away. But sometimes it’s more difficult - we can’t find a clear match to your original transaction, so we don’t know onto which card to send the refund.
Until now, one of our Customer Experience agents had to get in touch with you to ask which card you’d like the refund to be received on. This was a long process and caused a lot of frustration for you, the customers.
We’ve improved our matching technology so that we can get refunds to you faster without anyone intervening. In fact, our matching technology is now 3 times better. This means the majority of refunds will go straight back into your underlying funding card immediately.
But, it’s not always possible to match a refund to an existing transaction. In these cases we still need to know onto which card to send the refund. We’ve improved that too! The power is now in your hands. When a refund comes in and we’re unable to match it, we’ll push you a notification allowing you to choose which card you receive it on.
We didn’t stop there. We’ve also made changes to the way we display refunds in your wallet and timeline. To make sure you’re not worried about where your money is, you can now see the refund on the date that the refund is received, and you can see the amount that you’ve been refunded.
We know our waiting times for receiving refunds were way too long, which is why we prioritised this piece of work. Unfortunately, there’s also some time that we can’t control.
From when we send the refund back to you, depending on your bank, it could take anywhere from 1-5 days to appear on your statement. Keep this in mind when you get a refund - we’ll show the refund in your wallet view, but your bank might not put it into your account for 1-5 days.