HelpBilling, payments and refundsA refund that bounced

A refund that bounced

Sometimes the card company sends a refund back, for example because the card is closed. A small amount is then credited to your next turnda invoice, with nothing for you to do. A larger amount we pay by bank transfer. The email we send you says which one applies.

Owner Where: Billing → Refund owed to you 3 min read

You tell us where to send it. Your bank details are kept sealed and erased once you are paid.

What it is

A refund bounces when the card company returns it to us. The money is still yours. Until we pay it, it shows as “owed to you” on your statement.

How to check it in turnda

Look for the notice “Your refund of (amount) couldn’t go back to your card” and the email. A pill on the card says Refund owed to you.
Press Give bank details.
Fill in your bank details and press Send bank details. You will see “Thank you. We have your bank details.”

A real example

Ana's Café WhatsApp is down on our side long enough for a refund. Ana's old card was closed last month, so the $24.00 refund comes back to us. She gets an email, presses Give bank details, and sends her business bank account. turnda pays her within the number of working days the page states, counted from the day it receives the details. Once she is paid, her bank details are erased.

What happens in turnda

1The refund is sent to your card
2The card company returns it
You are emailed and the card shows “Refund owed to you”
3You send your bank details
Kept sealed
4We pay you by bank transfer
Within the working days shown on the page
5Your bank details are erased

A refund that comes back, and how it reaches you.

Until you are paid the amount shows as “owed to you” on your statement.
The status changes to “Refund on its way” once we have your details.
Closing your account does not cancel the refund. It is paid first, or by hand afterwards, even after the account is closed. If you still hold credit with us, or a refund is still owed, when your account is finally deleted, we email you to ask for your bank details. There is no form or link: reply to that email with your business bank account and we pay you by bank transfer; the money you are owed is not deleted with your account.

What you need to do

Open Billing and press Give bank details.
Enter the account that should receive the money. Use a business account in your business name where you can.
Wait for the transfer and check your bank.

What turnda does not cover, and who does

Not covered by turnda	Who covers it
Why the card company returned the refund	Your bank or card company.
Bank fees on an incoming transfer	Your bank.
How long your bank takes to show the transfer	Your bank.

Common questions

Question	Answer
Is it safe to send my bank details?	They are kept sealed and erased once you are paid.
Can I give the details by email?	While your account is open, use the button on Billing, so they are kept safely. If it did not save, the page says “Your bank details were not saved”. Try again in a moment. After your account is closed and finally deleted there is no button: reply to the email we send you with your business bank account. There is no form or link.
Who can send them?	The owner.