Check the remaining voucher value
Use the recognised balance route to confirm whether the code still holds funds. A positive balance points to a different problem than a completed merchant debit.
Send the Neosurf Issue to the Right Party
A voucher refund, missing code delivery and uncredited merchant payment follow different paths. Start by identifying where value currently sits and which transaction reference proves it.
For missing merchant credit
Contact the merchant that accepted the payment and provide its transaction ID, amount and time. The merchant can trace the payment without receiving the full PIN in ordinary support messages.
For an unused-value refund
Review the current account, identity and bank-name requirements, plus any stated refund fee. A point-of-sale reseller may not be able to reverse an already issued code.
For missing code delivery
Use the reseller order and payment references. Keep bank dispute options separate from the provider refund path until the seller has answered.
Common questions
Can the original reseller always refund an issued PIN?
No.
Can a refund require identity checks and a fee?
Yes.
Is a missing code the same as an uncredited redemption?
No.