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Refund FAQ ​

Q: What is the refund process? ​

A: User initiates refund to merchant > Merchant processes refund > Card network receives refund notification and settles > After settlement, user receives refund.

Q: I requested a refund, why hasn't it arrived? How long does it take? ​

A: If the order refund has been confirmed, it will be automatically returned to your card after the card network receives the refund notification and completes settlement. Estimated time is 30-60 days.

Q: My transaction was declined by the merchant, but there's no transaction record in the App. What should I do? ​

A: If your card is not frozen or temporarily locked, but you encounter payment issues at the merchant platform with no transaction record in the App, it may be due to the merchant platform's risk control restrictions.

Additionally, if your card status is normal, we recommend trying to use your card at other merchants.

Q: How do I cancel a card subscription? ​

A: Please log into your account on the merchant's platform or contact merchant customer service to cancel the subscription.

Since subscriptions are an authorization relationship between you and the merchant, SKYDAO cannot directly assist in canceling subscriptions. Try to avoid enabling auto-subscription features, as this can lead to excessive failed orders and trigger risk control.

Q: Using the card to top up game currency was declined. ​

A: Different platforms have different risk control rules for card payments. If your payment was declined, it means that platform/your account does not support using SKYDAO cards to top up game currency. We recommend using other payment methods.

Q: After completing a payment, I found an extra charge/refund on my card. Why? ​

A: This is usually due to exchange rate fluctuations during settlement.

  • When you make a payment, the amount is deducted based on the current exchange rate;
  • During final settlement, if the exchange rate changes, there may be a difference, which will be automatically adjusted. Therefore, you may see an additional charge or refund record.
  • Don't worry, this is not a duplicate charge/refund, but a normal difference adjustment during exchange rate settlement.

Note: If you have concerns about the transaction amount or still have questions, please contact our customer service team for further verification.

Q: A transaction appeared on my card that I didn't initiate. What should I do? ​

A: Please check the merchant information on the transaction details page to confirm if it's an auto-subscription transaction, and log into the merchant platform to verify;

  • Check if you subscribed to a free service. If so, please log into the merchant account to unbind your card before the next charge;
  • Confirm if you shared your card information (card number, expiry date, CVV) with others (such as family or friends). If so, check with them if they initiated the transaction;
  • Contact the merchant to verify the reason for the charge. If needed, you can request a refund.

Q: What should I do if my card is used fraudulently? ​

A: SKYDAO encourages users to use cards safely. We do not recommend sharing important card information (card number, expiry date, and CVV) with anyone or entering card information on unsecured websites. If your card is used fraudulently, we recommend taking the following measures:

  • Freeze your card: Immediately log into SKYDAO APP to freeze your card. Path: Card > Card Details > Lock. Note: Before freezing, we recommend unbinding the card at the merchant and canceling subscriptions to avoid multiple failed transactions triggering risk control;
  • Review transaction records: Identify which transactions were not initiated by you, and check the merchant name on the transaction details page;
  • Contact merchant for refund: Based on the merchant name displayed on the transaction page, contact the merchant to explain the situation and request a refund.

Q: What should I do if my card is used fraudulently or a refund hasn't arrived for a long time? ​

A: If your card was used fraudulently due to leaked card information, or a refund hasn't arrived for a long time, you can contact SKYDAO customer service to initiate a chargeback.

  • We will assist in submitting a chargeback application to the card network (Visa).
  • Please note:
  • Whether the chargeback is successful depends on the card network's review results;
  • If successful, the card network will charge a 50 USD chargeback processing fee;
  • The chargeback dispute process typically takes about 3-6 months (90-180 days);
  • To submit the chargeback, please provide the following information:
  • Account UID:
  • Transaction order number for chargeback:
  • Screenshots of transaction records, communication with merchant, and relevant evidence;
  • Chargeback explanation (e.g., long wait for refund, etc.);

We will submit the chargeback as soon as we receive complete information and notify you of any progress. If additional information is needed during the process, we will contact you immediately.