How to request help with a refund or duplicate payment

Contact Infinity support when a QuickLink payment needs a refund or the client may have paid twice. Provide the invoice, link, transaction references, amount, currency, and reason for the request.

Before treating two bank notifications as two payments, check the actual records in Infinity. A pending authorization and a completed charge may look similar to the client but require different handling.

Ask support to confirm the refund route, eligibility, fees, and expected timeline. Do not promise that the original processing fee is refundable or that the money will return immediately.

Do not send a separate manual refund to an unrelated account while a card refund or duplicate-payment investigation is unresolved. Agree the approved resolution through the correct payment process.

Keep the support confirmation and the final refund or adjustment record with the invoice so your accounts reflect the outcome accurately.