If something goes wrong, we make it right. Here’s exactly what happens when a payment fails, an order can’t be delivered, or you need to report a problem.
Last updated: 2026
If your card payment doesn’t go through, the order is simply not placed and you are not charged. You can try again with the same or a different card.
On the rare occasion a payment succeeds but the top-up or bill can’t be delivered, your order is held — never quietly marked failed. Our team re-sends it, or refunds you in full if it can’t be completed.
Open the order in your transaction history and tap “Report a problem”, or email support@useferrysend.com with your order details. Our team reviews every report and gets back to you.
Approved refunds are returned to the original card. Depending on your bank, they typically appear within 5–10 business days. You’ll get an email confirming the refund is on its way.