😰 I haven’t received my refund

You’re expecting a refund but can’t find it when checking your bank account? Don’t worry — refunds are rarely lost. In most cases, it’s just a matter of timing or how the refund was processed.

Whether you have a receipt or not, you’ll find the right explanation below.

I have a receipt but I can’t find the refund on my bank account

If you received a refund confirmation email, it means the refund was successfully issued.

Before going further, let’s check a few things.

What to check

• Look at the refund date on your receipt
• Make sure 5 to 10 business days have passed
• Check the same bank account and card used for the original payment

Refunds usually take 5 to 10 business days to be processed. In some cases, your bank may need additional time to make the funds visible on your account.

If fewer than 10 business days have passed, it’s likely still being processed.

If more than 15 days have passed, contact your bank and ask whether they received the refund.

⚠️ Reminder: refunds are automatically sent back to the credit card used for the initial transaction.

The refund was issued very quickly after my purchase

In some cases, when a refund is processed shortly after the ticket was purchased, the payment isn’t refunded in the usual way: it’s reversed.

Before going further, take a moment to check your bank statement around the purchase date.

You might notice that:

• The original debit is no longer visible
• There is no separate incoming refund
• Only a small charge corresponding to service fees may appear (if applicable)

👉 If the original charge has disappeared, everything is normal. The payment was cancelled before it fully settled.

If the charge is still visible after 10 business days, contact your bank to clarify the situation.

I don’t have the same credit card anymore

Refunds are automatically sent back to the card used for the initial transaction.

If your credit card:

• Expired
• Was blocked
• Or your bank account was closed

Your bank remains responsible for redirecting the funds to your account.

First, make sure 10 business days have passed.

If they have, contact your bank and provide:

• The refund date
• The refund amount

In most cases, banks can trace the refund even if the card is no longer active.

If your bank confirms they cannot locate the refund, you can contact our support team (see final section).

I didn’t receive a receipt for my refund

If you can’t find your refund confirmation email, first check your spam or junk folder. Event-related communications are sometimes filtered by email providers.

If you didn’t receive any confirmation from Shotgun, it usually means the refund has not been issued yet.

Let’s see why.

My refund is related to resale

A refund is only issued once your ticket has been successfully resold.

If your ticket hasn’t found a buyer yet, no refund has been triggered.

👉 You can find more details here: My ticket isn’t reselling

My refund is related to an event (cancellation, postponement, line-up or location change…)

Refunds depend on the organizer’s decision.

You may need to:

• Fill in a refund request form
• Wait for the organizer to confirm refund eligibility

👉 In this case, contact the event organizer directly.

You can find their contact details here: I want to contact the event organizer

I didn’t actually pay for the ticket

Refunds can only be sent to the original payment method.

There is no refundable transaction if:

• The ticket was transferred to you
• You received it as a gift (PDF ticket)
• You won it in a contest
• A voucher covered the full price
• The ticket was purchased with Pass Culture

In these cases, no refund can be issued because no payment was made from your card.

Still need help?

If:

• More than 10 business days have passed
• You have contacted your bank
• You’ve checked all the situations above

You can contact our support team.

To do so:

• Open the help bot in the bottom-right corner of the page
• Select the option that matches your issue (you can check: How to contact us)
• Follow the guided steps

This ensures your request is sent to the right support agent with all the necessary information.