My refund was sent to a closed bank account or card. What happens?
A V1CE refund always goes back to the original card or account. If it is closed, your bank normally re-routes the money to your replacement. Wait a few working days. If your bank says it was returned, send V1CE support that proof and we will arrange another way.
| Time needed | 2 minutes |
|---|---|
| What you need | Proof from your bank, if returned |
| Where in the app | Your bank and V1CE chat |
Refunds return to the payment method used, through Stripe. You cannot change where they go, so a closed card can cause confusion.
How the refund reaches you
- The refund is sent to the original card or account used for the payment.
- If it is closed, your bank normally re-routes it to your replacement card or account on the same banking profile. This is standard banking practice at the bank's end.
- If your bank cannot place the funds and they bounce back to V1CE, contact support with proof from your bank.
What to do
Step 1: Wait a few working days
Give the bank time to re-route the refund to your replacement card or account.
Step 2: Ask your bank
If nothing appears, ask your bank whether the refund was returned and ask for written confirmation.
Step 3: Contact V1CE support
Start a live chat with that confirmation, your order number and the date and amount. The team will arrange an alternative way to get the refund to you.
See the guide on getting a refund for how refunds work in general.
Good to know
- Do not dispute the payment while the refund is in progress.
- Keep your bank's confirmation until the money arrives.
Related guides
Frequently asked questions
Where does a V1CE refund go?
Back to the original card or account used for the payment.
What if that card is closed?
Your bank normally re-routes the refund to your replacement card or account.
How long should I wait?
A few working days for your bank to re-route it.
What if the bank returned the money?
Contact V1CE support with proof from your bank and we will arrange another way.
Can I choose a different account for the refund?
Not at the start. Refunds return to the original method. If it bounces, support will arrange an alternative.
Where can I read about refunds in general?
See the guide on how to get a refund.