I paid for an item or service I never received. What should I do?
If you paid for something on a website working with Skrill (i.e., registered Skrill merchant/seller), please check with them first, as they may be having stock or delivery problems. A registered seller would usually offer you a refund or an alternative of the item you ordered.
The merchant's contact details should be visible on their website or within your order. When you contact them, make sure to provide them with the details of your transaction so they can resolve the matter faster.
If you don't reach an agreement or the merchant is unresponsive, contact us via one of the available channels below and have your transaction ID ready. We'll advise you on any next steps you may need to take, as well as contact the merchant on your behalf, when necessary.
I've sent money to an email address and the seller is unresponsive, what should I do?
If you paid another personal account holder, you should contact them directly to try and resolve the matter with them. Such transactions are Skrill to Skrill transfers and are meant for personal use only (not business transactions). Transfers to other Skrill users are final and irreversible, except for pending transactions. Skrill can't be part of disputes for undelivered goods/services, paid for with a Skrill to Skrill transfer. For more information, please consult our Terms & Conditions.
Note: Be very careful when sending money to strangers! Look out for odd email domains, lack of communication or communicating through non-trusted media, or asking for more payments after the initial one was made.
I paid with my Skrill Prepaid Mastercard® but didn't receive my order. What should I do?
If you purchased something and wish to cancel your transaction or receive a refund, you should contact the merchant/seller directly and ask them to send the refund to your Skrill card. In case the merchant refuses to issue a refund, please fill in the form below.
The Skrill Prepaid Mastercard® is available only to residents of authorized European Economic Area (EEA) countries and the UK.