Payments & escrow
Refunds: how and when funds come back
2 min read
When a payment is refunded, where it goes, and how long it takes.
When refunds happen
- The job is cancelled before work starts.
- The seller never delivers and you dispute - a joint instruction or a Disputes Tribunal or court order can direct a full or partial refund.
- The seller agrees the job did not go ahead.
Where the funds go
Refunds go back to the bank account the payment came from, never as platform credit. If that account has closed, Wlbr refunds only to another account in the payer's own name after the bank confirms the name matches. Because the payment was still sitting on trust, the refund is a bank transfer back.
Payouts and refunds approved before 2pm on a business day are usually sent the next business day. If one hasn't been sent within 5 business days, we'll tell you and look into it.
Allow 1-2 business days for the funds to appear once the refund is sent, depending on your bank. Refunds are sent in a business-day run after the clearing period, so weekends and public holidays can add time.
If a payment was already released to the seller, it cannot be refunded through Wlbr - that is why approval is the moment to speak up.