Billing can often go unnoticed until an unexpected charge catches our attention, such as an automatic subscription renewal. This guide is designed to help you navigate the refund process with dLocal, detailing how refunds work, who qualifies for them, and the straightforward steps to request your money back efficiently. Whether you’re facing a surprise charge or simply seeking clarity, we’re here to assist you in resolving any concerns.
What You Should Prepare Before Applying For Refund
Account Information: Your dLocal merchant account details, including your merchant ID and the email associated with your account.
Transaction ID: The specific transaction ID for the payment you wish to refund.
Refund Reason: A clear explanation of why you are requesting the refund, including any relevant circumstances.
Original Payment Method: Documentation of the original payment method used for the transaction, including last four digits of the card or other payment identifiers.
Customer Details: Information about the customer who made the purchase, such as their name and email address.
Proof of Payment: Screenshots or invoices as proof of the original transaction.
Refund Policy Reference: A copy of your own refund policy or terms of service that supports your request.
Communication Records: Any correspondence with the customer regarding the transaction or refund request, if applicable.
Time of Transaction: Date and time the original transaction was processed, which may be required for verification purposes.
Additional Documentation: Any other relevant documents that may assist in processing your refund request, such as shipping labels if it's a physical product.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit/Debit Cards
3-5 working days
Bank Transfers
5-10 working days
E-wallets (e.g., PayPal)
1-3 working days
Cash Payments
Up to 7 working days
Others (Local Payment Methods)
3-7 working days
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from dLocal
At dLocal, we strive to ensure a seamless experience for our users when it comes to transactions and services. As a platform facilitating payments, we recognize that various situations may arise that could lead to inquiries about refunds. Users may have certain rights regarding refunds depending on the nature of the transaction and the services provided. Understanding your eligibility can help in navigating these circumstances effectively.
Service Not Delivered: If a service or product facilitated through dLocal was not delivered as promised by the merchant, users may be eligible for a refund. This situation arises particularly in scenarios involving digital goods or services.
Order Cancellation: In cases where an order is canceled prior to fulfillment, users might be eligible for a refund depending on the merchant's specific cancellation policy. It’s essential to check the terms associated with the order.
Service Downtime: If there was an unexpected downtime or disruption in a digital service that affects user access, it may qualify for a refund based on how long the service was unavailable.
Incorrect Billing Amount: Users could inquire about a refund if there was a billing amount that does not match the agreed price of a service or product as listed at the time of purchase, taking into account specific promotional offers that may have been applicable.
Pro-rated Charges: For subscription-based services, users may qualify for a pro-rated refund if they cancel their subscription mid-billing cycle, contingent on the terms of the subscription agreement.
Technical Issues: Instances where technical difficulties prevented the user from using the service as intended could lead to inquiries about refund eligibility, depending on the duration and impact.
Please keep in mind that each situation will be evaluated based on dLocal's policies and the specifics surrounding the transaction. It’s advisable for users to refer to the relevant service agreements and the merchant's terms for detailed information about refund eligibility.
Step-by-Step Process to Request Your dLocal Refund Like a Pro
If you purchased through dLocal.com:
Visit the dLocal.com website and log into your account.
Navigate to the "Billing" section found in your account settings.
Locate the recent transaction for which you wish to request a refund.
Click on the transaction details to find the option for "Request Refund" or "Report an Issue."
In the request form, briefly state that you are requesting a refund due to "the subscription renewing without prior notice" or mention "the account has been unused since the last billing."
Submit the request and take note of any confirmation or ticket number for future reference.
If you purchased through Apple:
Open the "Settings" app on your iPhone or iPad.
Tap your name at the top to access your Apple ID settings.
Select "Subscriptions" to view all active and expired subscriptions.
Locate the dLocal subscription you wish to refund.
Tap "Cancel Subscription" (if necessary) to stop future billing.
Below the cancellation option, tap on "Report a Problem" to file a refund request.
Choose "I want to request a refund" and explain that "the charge was unexpected” or "I was not using the service regularly."
Submit your request and retain any confirmation email or message.
If you purchased through Google Play:
Open the Google Play Store app on your device.
Tap the profile icon in the top right corner and select "Payments & subscriptions."
Go to "Subscriptions" to see your active subscriptions.
Select the dLocal subscription that you wish to request a refund for.
Tap on "Cancel subscription" if necessary for future billing.
On the subscription details page, select "Request a refund".
In your refund request, mention that "the service was not fulfilling my needs” or say "I was unaware of the renewal.”
Follow the prompts to submit your request and save any confirmation of your submission.
If you purchased through Roku:
Go to the Roku website and sign in to your account.
Navigate to the "Manage Account" section.
Under "Subscriptions,” find and select the dLocal subscription.
Click on "Unsubscribe" to stop future charges (if necessary).
Locate the option for "Request a Refund" or "Contact Support" within the subscription details.
In your refund request, emphasize that "the renewal was unexpected” or "I have not used the service in recent time.”
Complete the form and ensure you receive confirmation of your request.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
I would like to request a refund for the amount of [Amount].
If applicable, I have attached documentation to support my request.
I kindly ask for confirmation of this request within 3-5 business days.
Thank you for your attention to this matter.
Best regards, [Your Name] [Your Phone Number]
Common refund statuses
Status
Meaning
What It Means for You
Pending
The refund request has been submitted but not yet processed.
Your refund is awaiting approval and will be processed shortly. Please allow up to 48 hours for updates.
Processing
The refund is currently being processed by the payment system.
Your refund is being handled and should be completed soon. Expect up to 5 business days for it to reflect in your account.
Refunded
The refund has been successfully completed and funds returned to your account.
You will see the refunded amount in your account. If it doesn't appear within 5 business days, contact support.
Partially Refunded
Some of the funds have been returned, but not the entire amount.
You have received a partial refund. Check your account for the updated amount. If you have questions, reach out to support.
Completed
The refund process is fully complete, and all relevant parties have been updated.
Your refund is finalized. No further action is required on your part.
Canceled
The refund request has been canceled and will not be processed.
Your refund request was not approved or was canceled. If you believe this is an error, please contact customer support.
Real User Scenarios: When and How Refunds Were Successfully Claimed
At dLocal, businesses often face unique challenges related to processing payments across different regions. Here are some realistic scenarios where users successfully claimed refunds:
A user who inadvertently purchased a subscription upgrade for an additional feature found they no longer needed it after a few days. After reviewing their subscription benefits, they contacted dLocal's support to request a refund. The support team quickly processed their request, reinstating their earlier subscription while issuing a refund for the upgrade.
A merchant selling digital products experienced a technical glitch, resulting in customers receiving an empty download link. Once aware, the merchant reached out to dLocal regarding the billing of affected users. dLocal's team coordinated refunds for these transactions, ensuring customer satisfaction while addressing the issue promptly.
An e-commerce company accidentally set the wrong shipping rates, leading to overcharges for international orders. Upon being informed of the discrepancy, dLocal facilitated refunds for the affected customers while assisting the merchant in correcting the rates to avoid future issues.
A service provider implementing a new billing cycle found that a small group of customers was billed twice before the cycle change took effect. Customers alerted the provider about the unexpected charges. dLocal promptly assisted the service provider in issuing refunds to those customers, allowing for a smooth transition to the new billing model.
The Easiest Way to Get a dLocal Refund
If you're frustrated trying to get a refund from dLocal—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
Tracking your refund status efficiently with dLocal is essential for managing your transactions and ensuring your customers are satisfied. Here are some specific steps to help you stay updated on your refunds:
Check Your Account Dashboard: Log into your dLocal account and navigate to the Account Dashboard. Here, you’ll find a section dedicated to refunds where you can view the status of all pending and processed refunds.
Review Order History: In the Order History section of your account, each transaction has a detailed view that includes refund status. Click on any specific order to see if a refund has been initiated and its current status.
Enable Email Notifications: Make sure your account settings are configured to receive email updates for refund transactions. dLocal sends notifications when a refund is processed, including the amount and the date it was issued.
Use In-App Notifications: If you are using the dLocal mobile app, check the notifications tab for real-time updates on refund statuses. This feature allows you to stay informed on-the-go.
Check the Billing Section: Visit the Billing section to see an overview of all financial transactions, including refunds. This area provides insight into your total refunds issued and any pending items.
Access Merchant-Specific Tools: Utilize dLocal’s API or Reporting Tools if you're comfortable with technical integrations. These features enable you to automate tracking and receive comprehensive reports on your refund activities.
Contact Customer Support: If you have any issues or experience delays, reach out to dLocal’s customer support for assistance. They can provide specific information on any refund delays or concerns you may have.
FAQ
If you forgot to cancel your subscription on time, refunds may still be considered depending on the specific terms and conditions of the service you subscribed to. It's best to reach out to customer support directly to discuss your situation and explore your options.
Refunds processed by dLocal typically take between 5 to 10 business days to appear in your account, depending on your bank or financial institution's processing times. However, this timeframe can vary, so if you don’t see the refund after this period, it's a good idea to check with your bank for further updates.
If you notice a charge but do not have an active subscription, please first check your account for any past subscriptions or purchases that may not be immediately visible. If you still need assistance, reach out to dLocal's customer support with the transaction details for further clarification and resolution.
If you are unable to receive a refund directly from dLocal, consider reaching out to their customer service team again for further assistance. It may also be helpful to review your account details or escalate your inquiry within their support system to ensure your concerns are fully addressed.
If dLocal refuses to issue a refund, you can start by reviewing their refund policy to ensure you understand the criteria for eligibility. It may also be helpful to contact their support team again for further clarification or assistance. Additionally, checking your account details may provide insight into the transaction and any relevant timelines.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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