You're expecting a refund but can't find it in your bank account or statement?
In most cases, the first step is to check the status of your ticket or order in your Shotgun account. This can help you understand whether your refund has already been issued or whether there is still something pending.
Refunds are always sent back to the same payment method used for the original purchase. You can't choose a different card, account, or payment method to receive your refund.
Summary
👉 First, check the status of your ticket or order
Log in to the Shotgun account you used for the purchase and check My Tickets.
The status of your ticket or order can help you understand what is happening:
- If the ticket has the status “Refunded”: the refund has already been processed by Shotgun. The next step is to check how long it can take to appear in your account or statement.
- If the ticket is still valid: a refund may not have been issued yet. For example, if you put your ticket up for resale, the refund is only triggered once the ticket is actually sold. If it hasn't found a buyer yet, there is no refund to track. Or if the event was cancelled, postponed, or changed, the refund may depend on a decision or process defined by the event organizer.
If you didn't purchase the ticket yourself, the refund will be sent to the payment method used for the original purchase, not to the person who received or currently holds the ticket.
👉 My ticket appears as refunded
If your Shotgun account shows that the refund was issued, check the payment method used for the original purchase and your bank statement.
📍 How long does a refund take?
As a general guideline, it can take around 5 to 10 business days for the refund to be processed and appear on your account. This is only the first part of the process: once Shotgun sends the refund, your bank or card issuer may need additional time to process and display the credit.
For credit card payments, it can sometimes take up to two billing cycles for the refund to appear on your statement, depending on your card issuer.
This means that even if your ticket already shows as Refunded, you may not see the money immediately in your account or on your next statement.
📍More than 15 business days have passed
If the applicable processing time has already passed and you still can't find the refund, contact your bank or card issuer first and give them the refund date and amount.
If your bank confirms that they can't locate the refund, contact the Shotgun Care team so we can investigate further.
What we need from you:
- Your order number
- Proof of payment
- Your bank or card issuer's response
📍The original charge no longer appears on my bank statement
In some cases, the original charge is still being processed when the refund is issued. When this happens, your bank or financial institution may update or remove the original charge, instead of showing a separate refund credit.
This means you may not see money being credited back to your account. Instead, the original charge is cancelled or adjusted, depending on the type of refund. For example, in the case of a partial refund, the original charge may be updated to reflect the new amount.
So if the original charge has disappeared or changed, there may be no separate refund transaction to look for.
If you're unsure whether the charge was cancelled, updated, or refunded, contact the Shotgun Care team with your order details so we can check the status.
📍 I don't have the same payment method anymore
Refunds are always sent to the same card used for the original transaction.
If the card has expired, been blocked, or replaced, contact your bank or card issuer. They can tell you how they handle refunds sent to a previous card.
You can't choose a different card or payment method for the refund.
For more information, see 🆕 I want to be refunded on a different bank card.
📍 I paid with PIX, MB Way, Revolut Pay, or Bancontact
Keep in mind that these payment methods can work differently from a credit card.
Each payment method has its own processing windows and operational limitations, so a refund may take a few business days to appear even after Shotgun has issued it.
- PIX (Brazil): Some PIX reversal mechanisms have specific time limits and conditions, so the availability of a reversal can depend on the payment provider and the circumstances of the transaction.
- MB WAY (Portugal): MB WAY refund processing can depend on the payment provider handling the transaction.
- Revolut Pay and Bancontact: refunds are handled through the payment provider used for the original transaction, so the time for the refund to reach your account can vary depending on the provider and your bank.
These payment methods generally support automatic refunds only within a limited period after the original payment. For payments that are more than 180 days old, the automatic reversal may no longer be available. In that case, the refund may require additional investigation and manual handling before we can determine how it can be processed.
If your original purchase was made a long time ago and the refund cannot be processed automatically, this does not necessarily mean that the refund cannot be completed. Contact the Shotgun Care team so we can investigate the payment and determine the appropriate next steps.
If you still can't find the refund after the applicable processing time, contact the Shotgun Care team so we can check the status.
What we need from you:
- Your order number
- The payment method used
- The amount paid
- The date of the original purchase
📍 I didn't pay for the ticket myself
A refund can only be sent to the payment method used for the original purchase.
If you didn't make the original payment, the refund will not be sent to your card or account.
This can happen in cases such as:
- Transferred ticket: the refund will be sent to the person who originally purchased the ticket.
- Courtesy ticket, gift, or prize: if no payment was made, there is no refund to issue.
- Tickets purchased outside the platform: if the payment was not made through Shotgun, the transaction was not processed or recorded by us. We therefore don't have access to the payment and can't locate or process a refund for that purchase.
- Voucher covering the full price: when applicable, the value may be returned according to the voucher's terms rather than refunded to a bank account.
👉 My ticket does not appear as refunded
If your ticket or order doesn't show that a refund has been issued, check whether one of the situations below applies to you.
📍 I put my ticket up for resale
A refund is only issued once your ticket has actually been resold.
Simply listing your ticket for resale does not trigger a refund. If the ticket hasn't found a buyer yet, there is no refund to process.
More details here → ⏳ My ticket isn’t reselling.
📍 My refund is related to a cancellation, postponement or event issue
If the refund is related to an event cancellation, postponement, or change, the event organizer is responsible for defining and processing the refund.
The organizer may define the eligibility conditions, the refund process, and the timeline.
Until the organizer has confirmed that your refund will be processed, there may be no refund to track yet.
To find out how the organizer is handling the situation, contact them directly through your ticket: 📨 How can I contact the event organizer?.