📧 I haven’t received the confirmation email from Scalapay
Scalapay, as a payment intermediary, cannot check the status of returns or refunds, which are handled directly by the merchant 🛍️
If you haven’t received our confirmation email:
We suggest contacting the store to check if they have received your return and authorized the refund.
Already contacted the store but haven’t received a reply?
Reach out to us through Luna (click the icon at the bottom right ) and we’ll try to get in touch with them on your behalf.
📥 I received the confirmation email but I don’t see the refund on my account
Once you get the refund confirmation email, you can view your updated payment plan in your Scalapay profile → go to the Orders section and click View next to the relevant order.
🔁 We refund only the installments you have already paid. Any unpaid installments are canceled (or reduced in case of a partial refund).
⏳ It may take up to 10 business days for the amount to appear in your account (this depends on your bank). If you don’t see the refund after 10 business days, contact us via Luna
💳 Where is the refund credited?
The refund is processed on the same card used for the original payment.
If your card has expired or was canceled, you’ll need to contact your bank for assistance. ⚠️ We cannot issue the refund to a different card!
📦 I returned a product, but my installments are still active
Installments remain active until the merchant confirms the refund to Scalapay.As soon as we receive the authorization, you’ll get a confirmation email.
⚠️ For updates about your return, we recommend contacting the store directly.
❌ The store canceled my order but I haven’t received the refund
If you haven’t received our refund confirmation email, please contact the store to ask about the timeline. If you can’t reach them, contact us through Luna
and we’ll do our best to help!
💳 What happens if the card used for payment is expired, closed, or no longer active?
No worries! Even if the card is expired, blocked, or inactive, the refund is not lost.
In these cases:
→ The amount is still sent to the bank or card issuer.
→ Then, the bank will automatically credit it to the current account associated with the original card.
📌 Have doubts or still don't see the refund?
You can contact your bank and provide the ARN code (Acquirer Reference Number), which uniquely identifies the transaction.
If you don’t have the ARN, feel free to contact us — we’ll be happy to provide it and help you track your refund.