How to resolve a failed refund

Learn all about what to do when you try to redeem a refund and it fails.

How to resolve a failed redemption

Please note: For refund failures / redemptions you will need to email the requested information to us at card@caxton.io. We won't be able to process your refund over the phone because we require written confirmation.

Why did I not receive my refund?

Refund failures typically occur for two reasons:

If you attempt to refund an amount larger than what has been loaded from that debit card previously.
If the payment we have to refund the money against has since expired.

How to receive a manual transfer

In order to transfer manually, we will require you to confirm your account. We will need you to kindly confirm the following:

Full name
Sort code
Account number
Bank name
Amount (GBP)

Please note: Due to security reasons and anti-money laundering, we will be unable to process your refund until this information is confirmed.

That's it. You should be able to sort your refund now.

Still need support? Get in touch with our customer support team by sending an email to card@caxton.io or call us on 0333 123 1812 or +44 (0) 207 201 0526 (international line). Our opening hours are 09:00 - 17:00 or you can call out of hours and request a callback.

Or perhaps you would like to open an account? Learn more and choose your card.