Frequently Asked Questions about Refunds

What information is needed to process the refund?

Once the refund is approved, we will require you to share with us your first name, last name and physical address to fill out the information needed for the transfer.

Why is my physical address required to process a refund?

For security and compliance reasons, we are required by our banking partner to fill out certain information from the customer when transferring money. Part of the mandatory information is the customer’s physical address. Transfers can only be made once all needed information has been received.

How are refunds processed?

Currently, refunds are sent through Interac e-Transfers to the email on file (email used to create the ticket).

How long does it take to receive an Interac e-Transfer refund?

Refunds are processed every Friday. If you do not have Interac autodeposit enabled, you will need to answer the security question to accept the funds. Please note that e-Transfers will come from Airwallex (Canada) International and DCBank.

Why am I being asked for the last 4 digits of the card used for the payment again?

To locate a transaction, we need the machine number, date of the transaction and the last 4 digits of the card used for the payment.

When a mobile wallet (Apple Pay, Google Pay, Samsung Pay) is used for the payment, the app automatically uses a digital/virtual card whose numbers are different than the physical card associated with it. If a mobile wallet was used for the payment, the card that will show up in the transaction details is the digital/virtual card, so we need the last 4 digits of the digital/virtual card to locate the transaction.

When a transaction is not found, it’s usually because the last 4 digits of the card do not match the ones used for the payment so we will ask you to review the numbers on the mobile wallet and send them to us.

If you need help on how to get the last 4 digits of the virtual card number, please refer to this article: How do I locate the last 4 digits for a refund with Apple Pay, Google Pay, or Samsung Pay?

Why does it take so long to receive a refund when the payment is made in cash?

For payments made in cash, we need to send a technician to the machine to retrieve all the cash in the machine. Once the cash is on site, it needs to be counted and compared against the machine sales to confirm the overpayment and be able to provide a refund. Since this process involves a different validation mechanism, it takes some time to be completed.