If you're expecting a refund on your ThanksMatters Card, here's what to know about where it appears and how long it takes.
Where to find a refund in the app
Refunds appear in your transaction history, not your main account balance, until they fully settle. To check your transaction history:
Open the Motivosity app and tap your profile picture in the top right corner.
Select your ThanksMatters Card.
Tap Transaction History to view all recent activity, including pending refunds.
A refund will show as a separate line item in your transaction history — it does not reverse the original charge. Look for an entry labeled with the merchant name and a positive (credit) amount.
How long does a refund take?
Refund timelines vary depending on the type of transaction and the merchant:
Most refunds from merchants post within 5–10 business days of the merchant issuing them.
Disputed charges resolved in your favor may take longer, depending on the investigation timeline.
Declined or failed transactions that placed a hold are typically released within 3–5 business days.
Note: Motivosity processes refunds as soon as the merchant initiates them, but we have no control over how long the merchant takes to issue the refund on their end.
My refund isn't showing up — what should I do?
If more than 10 business days have passed since the merchant confirmed a refund was issued:
Confirm the refund with the merchant — ask them for the refund reference number or confirmation.
Check your transaction history (steps above) for any pending or processing entries.
Contact Motivosity Support with the merchant's refund confirmation and the transaction date so we can investigate.
Related articles
Disputing a Fraudulent Charge
ThanksMatters Card FAQs