Title: Why Was My Refund Request Cancelled?
PrimaryCategory: Account Management &amp; Billing
Type: Informational
Tags: refund, cancellation, billing, payment, refund_request, billing_team
Source UI Terms: billing ticket
Source Reference: Why Was My Refund Request Cancelled?

Key Info:
Refund requests are usually processed using the most recent payment receipt that is less than one year old. Refunds are generally sent back to the same bank or payment account used for the most recent eligible payment.

If the most recent payment receipt is older than one year, the Billing team requires additional information to process the refund. They will contact you through your billing ticket to request this information.

If the requested information is not received within 48 hours of the request, the refund request will be cancelled.

What Should You Do?
If your refund request was cancelled due to lack of response, you should submit a new refund request.

When the Billing team requests additional information, respond within 48 hours to prevent cancellation of your refund request. Timely responses help avoid unnecessary delays in refund processing.

Summary:
Refund requests may be cancelled if requested information is not provided within 48 hours. To avoid this, respond promptly or submit a new refund request if cancellation occurs.

Evaluation Pairs:
Q: Why was my refund request cancelled?
A: Because the requested information was not provided within 48 hours after the Billing team contacted you.

Q: How long do I have to respond to additional information requests for refunds?
A: You must respond within 48 hours to avoid your refund request being cancelled.

Q: What should I do if my refund request was cancelled?
A: Submit a new refund request and respond promptly if asked for additional information.

Summary
Use this article to understand why your refund request may have been cancelled and what you need to do next.
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Why Was My Refund Request Cancelled?
Refunds are generally processed using your most recent payment receipt that is less than one year old.
This means your refund is generally sent to the same bank account or payment account that was used to make your most recent eligible payment. 
If your most recent payment receipt is more than one year old, additional information is required before your refund can be processed.
Our Billing team will contact you through your billing ticket and request the required information.
If we do not receive the requested information within 48 hours, your refund request will be cancelled.
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What Should I Do?
If your refund request was cancelled because the requested information was not received within 48 hours, submit a new refund request. 
If our Billing team requests additional information, respond within 48 hours to avoid your refund request being cancelled.
Responding within the requested timeframe helps us process your refund without unnecessary delays.

Use this article to understand why your refund request may have been cancelled and what you need to do next.