Create one line for every contact: date, merchant ticket, refund reference, issuer ticket and promised timeline. This prevents the case from restarting every time a different support agent answers.
When the merchant provides an ARN or equivalent trace reference, give that exact reference to the issuer. Ask whether the credit reached the card network, whether it was rejected, and which statement cycle should show it. If the merchant cannot provide any proof of initiation, the problem may still be on the merchant side.
Check partial refunds carefully
For cancelled bookings, marketplaces or split shipments, the merchant may issue several credits rather than one. Match the sum of credits to the original transaction. A “missing refund” can actually be a short refund amount.
Foreign-currency refunds
The INR value of a foreign refund may differ from the original debit because exchange rates and charges can differ. Compare the foreign-currency amount and issuer policy before assuming the merchant under-refunded.
Keep paying the card correctly
If the statement is due while the refund is pending, calculate the undisputed amount. RBI’s card guidance gives specific treatment for refunds depending on timing, but do not guess how your issuer will apply it—check the statement and written response.
Close the case only after posting
A merchant email saying “refund successful” is not the final outcome. The credit should appear correctly on the card account or be returned to the bank account under the applicable process. Save the final statement as proof.