Articles on: Transactions

How do I get a refund for a transaction?

Emma is a financial management app that connects to your bank account to display your transactions. We do not process payments or handle refunds.

To request a refund, you'll need to:

Contact the merchant directly - Most refunds need to be initiated by the business you purchased from.
Contact your bank - If the merchant is unresponsive or you believe you've been charged incorrectly, your bank can help you dispute the transaction.

Refunds initiated by merchants or your bank will automatically appear in your Emma account once they've been processed by your bank.

Refund timescales depend on the merchant and your bank:

Merchant refunds: Usually 3-10 business days
Disputed transactions: Can take several weeks, depending on your bank's investigation process

Once your bank processes the refund, it will automatically sync to your Emma account.

If you've received confirmation of a refund but it's not showing in Emma:

Check if the refund has settled - Refunds can take 3-10 business days to process
Manually sync your account - Go to your accounts page and pull down to refresh or tap on the Sync Button below your account balances 🔄
Check your bank app - If the refund isn't showing in your bank account yet, it hasn't been processed.

If the refund is showing in your bank account but not in Emma after syncing, please contact our support team 🐻

Updated on: 04/02/2026

Was this article helpful?

Thank you!