Skip to main content

Automatic refund after a failed transaction

If a transaction cannot be completed, Kolo may automatically return the money to your balance.

This can happen if a payment or transfer fails during processing.

When this happens

An automatic refund may happen if an external transaction fails. For example:

  • a card transaction could not be completed

  • a bank transfer failed

  • a crypto transaction could not be finished

  • the provider returned an error during processing

In these cases, the transaction is not completed, and the system attempts to return the funds automatically.

What happens to your money

If the automatic refund is successful:

  • the transaction is marked as failed or rejected

  • the money is returned to your balance automatically

In most cases, you don’t need to do anything. If the refund can’t be completed automatically, your order may require manual review or additional action from you.

How this may look in transaction history

In your transaction history, you may see:

  • the original transaction

  • its final status, such as Failed or Rejected

  • your balance updated after the funds are returned

Depending on the type of transaction, the money may return immediately or after a short delay.

What to do if the money has not returned yet

Sometimes, the return may take a little time.

If your transaction failed but the money has not returned after a while, contact Support and share:

  • the transaction ID

  • the amount

  • the currency

  • the approximate time of the transaction

This will help us check the status faster.

FAQ

Does a failed transaction mean the money is lost?

No. A failed transaction does not always mean the money is gone. If the transaction was not completed, the funds may be returned to your balance automatically.

What is the difference between an automatic refund and a merchant refund?

An automatic refund happens when a transaction fails during processing. A merchant refund is sent later by the merchant after a successful payment. If the payment was successful but the final amount (or refunded amount) looks different than expected, see: Final Amount Differences Explained.

Need help? If your transaction failed and the refund has not appeared yet, contact our support team with your transaction ID.

Did this answer your question?