PTENES
← Back to the site

How does a refund work on a virtual prepaid card?

Updated on October 23, 2026

The merchant returns the money, sending it back to the same card used for the purchase; the timing depends on the merchant and the card issuer. Keep the card active until the amount shows in the app and save the proof of your refund request.

Issue virtual card

How does a refund work on a virtual prepaid card?

How does the money get back to the virtual card?

The merchant approves the return and the amount goes back to the same card used for the purchase, showing in the app balance. The time to credit is set by the merchant and the card processing, and varies from case to case.

Guarapay does not decide the refund: the service or store approves it. Ask them first and keep the order number and the confirmation email.

How to ask for a refund step by step?

  1. Ask the service or store for the refund through its official channel, quoting the order.
  2. Keep the order number, the confirmation email or chat and the date of the charge.
  3. Keep the card active and follow the credit in the app statement.
  4. If the time the merchant gave passes, contact support through the Telegram bot with your proof at hand.

What is the difference between a temporary hold and an approved charge?

Some services place a temporary hold on the card to validate the payment. It is not a charge and the merchant usually releases it later; the time varies. An approved charge, on the other hand, only comes back with a refund.

If the payment failed but the money left your balance, it may be a hold. Follow the app for a few days before asking for help and see the help-centre article on that case.

What to keep to solve a refund?

  • The order number and the purchase confirmation email.
  • Date, amount and merchant name as shown in the app statement.
  • Proof of the refund request and the service’s reply.
  • Screenshots of the error, if the purchase failed.

How much does it cost to ask for a refund on the card?

Asking for a refund costs nothing on the card. The fees below apply to charges and top-ups; check the help centre for how fees work on a returned purchase.

The top-up fee (2% with USDT, 5% with a bank card) is taken at top-up and each approved charge costs US$ 0.25. On Premium the top-up fee with USDT is 1% (a bank card stays at 5%). There is no monthly fee; the issue fee is paid once (US$ 10 on Standard, US$ 100 on Premium).

The monthly spend limit is US$ 10,000 on Standard and US$ 100,000 on Premium. If you top up with a local bank card, your bank may charge taxes and apply its own exchange rate; with USDT the top-up lands directly in dollars.

Why was the payment declined?

  • Not enough balance: it must cover the amount and US$ 0.25 per purchase.
  • Caps in the app: the monthly or per-purchase cap may be below the amount.
  • Frozen card: unfreeze it in the app before trying again.
  • Name or billing address different from the ones shown in the app.
  • If the purchase was declined there is no refund to ask for: the money never left the balance. If it did, see the difference between a hold and a charge.
  • Try again after a few minutes and, if it still fails, contact the support bot on Telegram in the app or on the site.

Sources

FAQ

How long does a refund take on a virtual card?

The time depends on the merchant and the card processing and varies from case to case. Follow the credit in the app and ask for help if it passes the time the merchant gave.

Does the refund go back to the card balance?

Yes, the merchant returns it to the same card used for the purchase and the amount shows in the app balance.

Can I freeze the card while I wait for the refund?

You can, but keep the card active until the credit shows. To end a plan, cancel on the service.

How do I top up the balance?

In the app, with a Visa or Mastercard bank card in your own name or with USDT, with no minimum amount.

Does the card have a monthly fee?

No. You pay the US$ 10 issue fee (US$ 100 on Premium), the top-up fee of 2% with USDT (1% on Premium) or 5% with a bank card, and US$ 0.25 per approved purchase.

More guides