How to request a refund on a website where you made a purchase

To request a refund for a purchase paid via digital wallet, bank slip (boleto), online debit, or credit card, follow the steps below:


  1. Go to the website or app where the purchase was made.

  2. Locate the order you want to request a refund for. If you’ve made multiple purchases, use the date and amount to help identify the correct payment.

  3. Contact the seller or the platform’s customer support team, provide your purchase details, and request a refund.


Please note that some international websites offer support only in English. In this case, you may want to ask someone for help or use a translation tool.

Websites may take a few days to reply and review your refund request.

Once the refund is approved by the platform where the purchase was made, and if the payment was processed by EBANX, it may take 5 to 15 days for the refund information to be sent to EBANX and processed by us. You’ll receive a notification at the same email address used for the purchase.


At EBANX, we want to make sure you have all the necessary information about how your payment is processed. Please note that EBANX is not the only payment provider used by online stores, so your payment may not have been processed by us. Always check your payment receipt or credit card statement to confirm.

Refund Form

The Refund Form is only made available after the refund has been requested and approved by the website where the purchase was made, and only when the refund is not processed as a direct credit card chargeback.

If you haven’t requested the refund from the website yet, follow these steps:


  1. Look for an email with the subject line “EBANX Refund Details.”

  2. Click the link, review the information, and fill in your bank details in the form.


Note: If you don’t see the email in your inbox, please check your spam or junk folder.


Be aware that not all refunds require a Refund Form or are paid to a bank account. Credit card payments are refunded directly to the card statement or associated account.

Information you must provide

Account number
The number of digits may vary, but the format is usually “XXXXX-X”. Enter only the numbers before the hyphen. The digit after the hyphen is the check digit.


Check digit
This is the single number that appears after the account number.


Individual or Business account

  • If the bank account is linked to an individual taxpayer ID, select Individual.

  • If the account belongs to a company or sole proprietorship, select Business and enter the registered business tax ID.


Account holder
This is the name of the bank account holder. If the account is registered under a business tax ID, make sure the name matches exactly what appears on the bank records.

Once you submit the form and confirm the information, and if the bank details are correct, the refund will be processed within up to 5 business days.