Summary: After you submit a request you’ll get one of three outcomes: approved, sent for review, or unable to be completed.
Approved
Your request was approved and processing has started. Refunds return to the original payment method in 3–7 business days; digital replacements are re-sent (usually immediately) and physical replacements are mailed (typically 5–7 business days).
Sent for review
Some requests need a closer look from our team before they can be completed. This isn’t a decline — you’ll be contacted with the outcome. Reviews can take additional time.
Unable to be completed / declined
Sometimes a request can’t be processed automatically — for example, if the order or card isn’t eligible, or has already been refunded or replaced. Clearly-ineligible requests may be declined immediately without a verification code. If you believe this is a mistake, contact customer service.
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