Refund to Frozen Card


#1

Why are refunds to frozen cards rejected?

Surely one of the key features of Monzo is its security - the ability to freeze the card when you know that you are not going to use it for a while, but then instantly unfreeze it when you want to use it.

Why then are refunds to frozen cards rejected? As it is often not possible to tell when a refund is going to be made, the card cannot be unfrozen just for the refund.

What happens in this instance - is the refund attempted again automatically later, or does the merchant need to retry manually?


(Tom ) #2

I’m no expert on this, but I’m assuming that freezing the card essentially blocks it from the payment processor - which means that no payments can go in or out. I’m not sure there would be a workaround here.


(Jack) #3

To add to @tomsr point you could move any funds on your card into a pot which can’t be spent unless you manually move money back to the card. That way there isn’t really any benefit to freezing it?


(Tom ) #4

Good idea! In that case, the money is ring-fenced, protected and cannot be spent.

The only use-case I can think of for freezing the card is for when it’s lost or stolen.


#5

I have had refunds to my card whilst frozen, and even after replaced card :slight_smile:


(Jack) #6

I also have had refunds when the card has been replaced, not tried when frozen, maybe the merchant processed it in a weird way?


(Tom ) #7

Ha - the plot thickens!


#8

To add this was via online refund, not POS


#9

I have on occasions had to enter pin for card refunds, so might depend on merchant/reader being used? if it’s active checking the card, or just taking a siggy for the refund?


#10

This was an online merchant.

I have a feeling that I may have received a refund previously from another merchant when the card was frozen, but not this time for some reason.

Good idea @Jackcrwhitney I might try that


#11

Unless you have an overdraft!


(Andre Borie) #12

Could be that the merchant wants to “check” the card (which would fail if frozen) before processing the refund.