---
title: Where is my client's card payment refund?
description: Learn how long Stripe card refunds can take, what refund statuses mean and what to do when your HUSL client can't see their refund.
---

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# Where is my client's card payment refund?

## Refunded a client's card payment through HUSL but they can't see the money yet? Here's what you need to know about Stripe refunds and how long they can take.

### First, know who processes the payment and refund

**HUSL does not process card payments or move the refund money to your client's bank account. Stripe does.**

HUSL connects to your Stripe account and lets you take payments and manage transactions through the HUSL app. When a card payment is made, **Stripe processes the payment and handles the refund back to the client's card or bank account.**

This means the time it takes for a refund to appear is controlled by Stripe and the client's bank or card provider — not HUSL.

### ⏱️ How long does a refund take?

A card refund can take **5–10 business days** to appear in your client's account.

The exact timing can vary depending on the client's bank or card provider.

So, if you've processed a refund and your client can't see it immediately, **this doesn't necessarily mean something has gone wrong.**

### What happens after a refund is processed?

Depending on how quickly the refund was made after the original payment, your client may see it in one of two ways:

**Refund:** The refund appears as a separate credit on their account.

**Reversal:** If the refund was made shortly after the original payment, the original charge may simply disappear from their bank statement rather than showing as a separate refund.

For example, your client may see the original $100 payment disappear rather than seeing a separate +$100 refund.

### What if the refund is still pending?

A refund can sometimes show as **Refund Pending** in Stripe.

This means the refund hasn't been completed yet. There can be different reasons for this, including Stripe still processing the refund or there not being enough funds available in the Stripe account to complete it.

If you're unsure about the status of a refund, check your **Stripe Dashboard** for the transaction and its current refund status.

### My client still hasn't received their refund

If your client still sees the original charge and hasn't received the refund after **10 business days**, they should contact their bank or card provider.

For card refunds, Stripe can provide a **refund reference number (ARN or STAN)** that can help the client's bank trace the refund.

### 💡 Important to remember

If a client contacts you saying:

> “I've been refunded, but I can't see the money.”

Don't automatically assume the refund hasn't been processed.

**Check the refund status in Stripe first.**

HUSL is the app you use to manage the transaction, but **Stripe is the payment processor responsible for processing the card payment and refund.**

If Stripe shows that the refund has been successfully processed, the next step is usually for the client to allow the **5–10 business days** and, if it still hasn't appeared, contact their bank.

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