When can I expect a refund from a merchant?

Our system will post a return as soon as it is fully received in your account.

• In some cases, a refund can take several business days to appear on your account after the merchant successfully processes it.

  • There may be an extended waiting period for refunds from certain merchants, which is why you would see a refunded transaction in a "pending" state on your KH card.
    • The amount of time it takes to receive a refund from the merchant varies from merchant to merchant. Holidays and other factors can add to the wait time.
  • Once the refund authorization has fully cleared, you will see the funds become available in your account. 

• We are not able to expedite the status of a refund.

  • If you are not seeing the expected refund listed on the Wallet page of your app, that means we cannot see it on our end either. Additionally, we do not have a way to expedite those funds posting to the account from the refund.

Important to Note: 

• If the merchant advised you of an expected timeframe that has now passed, reach out to us with the following information:
  • What the communicated timeframe for the refund was.
  • How the refund was sent to your account (debit card return, ACH type transfer).
  • Any formal documentation (like a receipt from their system) that shows they processed a refund.

Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.