How long does it take to process a refund?

We usually process refunds within one business day. However, refunds can take a few business days before they appear on your PayPal or credit card account. 
Once we issue the refund, it’s out of our hands. Contact your credit card company, or PayPal, directly if you have further questions about how long it will take to process. However, keep reading to learn how payment authorizations-and-releases may appear differently than charges-and-refunds on your credit card or PayPal account.

Important note about refunds

If you’re still not seeing your refund, it could be because we never charged your credit card or PayPal at all. When you place an order with White Rabbit Express, we place a hold on your PayPal, or credit card, for the amount of the order. This is known as an authorization. Later, we’ll either capture the funds, in full or partially, or we’ll release the funds back to your account.

About Payment Authorizations 

When you checkout at White Rabbit Express, the payment processing goes through two stages:
Payment Authorization — This is when the transaction is verified by the credit card company. They check your account validity and whether you have sufficient funds for the transaction. When everything’s fine, the transaction is then authorized and the total amount of transaction is deducted and held from your credit line account. Note that no money has been transferred to White Rabbit Express yet. This is when payment capture comes in.
Payment Capture (or Release)  — This is when White Rabbit Express “tells” our credit card processor, or PayPal, that we’re going to proceed to buy your requested items. Now, money can be transferred. Alternatively, if the item is sold-out for example, we’ll cancel the authorization and the funds are released.

A common cause for confusion is when an authorization appears as a payment, so you may be expecting to see a refund. However, once the authorization is released, a refund will never appear--as the funds were never removed from the account.

Concerned Customer:
Hello, Just writing because I have still not received a refund for this. It was taken out of my PayPal account 45 days ago. I don't understand why this takes so long.
White Rabbit Express:
Actually, we never charged your account. We put a temporary hold on the funds, and then released it. . . .
Concerned Customer:
Ok I called PayPal, was showing as -96.94 but they said they just cancelled the hold so it technically never left! Sorry for the confusion :) thank you for the response!

Here's another unfortunate conversation due to confusion about authorizations, captures, and refunds, which we hope to clear up here.
Irate Customer: Ok so you refunded me for the visors, but what about the other $936.42 / 95,000 yen you took from my account for the cancelled auction. I expect this to be refunded or I will pursue legal action . . .
White Rabbit Express Support: I had mentioned previously that we did not charge you for the bumper as the auction was already closed. The original amount was authorized by us but we didn't capture the full amount. Here's a breakdown of the payment history which will hopefully clear up the issue [attachment]
Irate Customer: There is no confusion, you have not refunded me for the bumper end of story. Stop trying to scam me and refund my *** **** money. Attached is a complete history of all transactions between our two parties and you can see there was only one refund made recently for the window visors and not the bumper. Stop sending fabricated data through because I have access to my finances and can see as clear as day you have not refunded this money.
White Rabbit Express Support: Could you try to login to PayPal on a PC or notebook? I suspect the PayPal mobile interface is unfortunately not providing all the details and context you need to understand these authorizations, captures, and refunds Let us know if contacting PayPal or viewing your order history on a computer clears things up. I know PayPal's UI around authorizations can be confusing. But our team is not wrong about your refund. We never captured those funds. 
Irate Customer: Hey sorry so it seems I am mistaken. I can see the error so I'm sorry about the assumption on my part. 

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