• [BUG] Not all refunds are visible inside the Bunq App

I recently found out through a support ticket that when a refund is processed on your account it does not always generate a refund event in the bunq app. This is hugely confusing and a bug IMHO and cost me a lot of time to find out about (I thought I did't receive any refund, because how was I to find out?). Additionally, it reduces my trust in the Product and company.

The support agent even indicated that this was a conscious choice by the product team, I'd like to argue against it.

Any and all events having an effect on my total for a Bunq account should not be hidden or otherwise inaccessible. My request would be to make this change.

The potential work around of finding out through exporting a bank statement is not acceptable imo.

    @Dimitrie#271761 Do you happen to know for what kind of payments this happens? In my personal opinion:

    • When a deposit/reservation is refunded, no new event should get displayed. It should only get noted in the original payment. Reasoning would be that with a deposit, the user doesn't actually expect to get charged in the end.
    • When a regular payment (like buying something in a store or an online subscription) is refunded, then having a refund event if a refund happens makes sense.

    Does bunq do this differently? I must admit I deal seldom with actual refunds, so I'm not 100% sure how it's currently working.

      9 months later

      I have this situation: When a regular payment (like buying something in a online store) is refunded and the refund is identical to purchase amount -> App shows refund. If the amount is not identical (say you return half the items) then the refund is not shown. And situation 3: The online shop refunds in 2 steps, then neither refund is shown in app and only the first refund is shown in the bank statement. I received all the transaction details from the online shop, so I know the online shop did it right. But I still wonder if I did get my money...

        @Alexandra-Striped-Cat#281731 Hi Alexandra 👋 Thanks for reaching out about this!

        I understand you are uncertain whether you have actually received a refund because of how refunds are displayed in the app. It is, of course, understandable that you wish to verify the receipt of your refund! The best way to do this is to, as you mentioned, is to export a statement, as this is a definitive overview of all of the transactions into and out of your account. If one of the refunds you were expecting to receive is not shown there, and you have confirmation that the merchant completed the refund, please open a Payment Investigation in the app, so that our team may locate the refund and make sure it ends up in your account! If you have any questions about this, you can always ask them here or reach out to support in the app 🌈

          11 days later

          I contacted support last week on 29th of August. I did not get an answer. Still waiting.

            Hey there, @Alexandra-Striped-Cat#282908 👋
            Thanks for getting in touch with us! We know how important it is to receive a prompt response, and thanks for your patience up until now. Our support team has replied to your inquiry in the app 📲

            Feel free to share any questions or concerns with our support guide in the ticket 🙌

              Write a Reply...