Method 1: Showing the payment you made and a refund:
When a payment is made, you should see a transaction (a charging transaction) that states it is an outgoing payment to Donkey Republic.
Please make sure that you are tracking the refund at the bank account that is linked to the payment card you used for the booking.
When we make a refund to you, the refund on your statement should appear as "DONKEYREPUBLIC.COM" or as "Currency Cloud". This is shown as an incoming payment to you.
The amount should match the booking you made with us. The refund should reach your account in 5 to 10 days.
Method 2: Showing no trace of the payment made to us:
On the date that you booked a bike with us, you will see a transaction (a charging transaction) that states it is a payment to Donkey Republic.
However, within 5 to 10 days after we completed the refund, sometimes a bank may process the refund as a reversal. This means that instead of showing an incoming payment to you on your bank statement, the original charging transaction is simply removed. Our Payment Card Vendor also confirms this is a possible scenario where you no longer see the original charging transaction paid to us. This is as if the payment to us never happened.
If you have a credit card account where you receive a monthly invoice, you might have to request an updated invoice for the month in which the original transaction was made to check if it still appears on the invoice.
If you have further questions please share a screenshot of your bank statement, showing the payment that you made to us on the rental start date, so that we can help you further. We completely understand you may like to cross out/mark away all other transactions on your bank statement to keep them confidential.