❗ Transaction Failed After Deduction

If the customer paid via the app or website and the transaction failed: 

When a customer contacts us reporting that the amount was deducted from their bank account but the transaction failed, we follow these steps:

1. 🔍 We verify the transaction status using the electronic payment number
2. ✅ If the payment appears under successful transactions, we inform the customer accordingly
3. ❌ If the payment is listed as failed, and the amount was deducted, the bank will automatically refund the amount to the customer’s account within 24 business hours

📧 If the refund period exceeds 24 business  hours, we send an email to the bank to follow up on the issue
🕒 In some cases, the transaction may appear as “Processing” on the customer’s screen. We confirm whether the transaction was successful and advise the customer to check their payment history after 30 minutes

💳 If the payment was made via credit card and marked as REFUND:

1. We first confirm that the amount was indeed deducted and the transaction failed
2. We inform the customer that we are awaiting the rejected transaction report within 48 business hours

There are two scenarios:

• Amount less than 100 JOD:
  The amount is automatically refunded to the customer’s account based on the issuing bank’s policy
• Amount 100 JOD or more:
  We contact the customer to ask whether they prefer to complete the payment through us or proceed with the automatic refund, which follows the bank’s policy

⏳ Important Note: The refund process may take up to 40 business days

If You Paid via PayPal

1. We will verify that the transaction failed on our system.
2. You will be informed that we are waiting for a rejected transaction report within 24 working hours.
3. If the amount was deducted from your account, the refund will be processed automatically according to PayPal’s policy.