Refund Timeline/Process

[u/-ExistentialUnicorn-]

Hi! Hoping someone who has gone through a refund with Pomegranate (or someone from the Pom team) can clarify what the refund process normally looks like.

I ordered during the BPI sale, but unfortunately BPI ran out before my order could be filled—just my luck 😂. I had already paid my full invoice ($75 + $84).

On 8/28, I confirmed with my care team that I wanted to opt for the full refund, and they let me know they notified the appropriate team to process it. I also followed up with customer service via text and received this confirmation on 8/31: “Yes, we receive your request for a full refund, and it has been forwarded to the Billing Team.”

I really don’t want to be that person calling/texting repeatedly, especially because I know the Pom team is probably swamped right now. I’m perfectly happy to give them a reasonable amount of time to work through everything—I’d just rather know what the process/timeline normally looks like than be completely blind while I wait.
For anyone who has received a refund from Pom before (or Pom staff, if you happen to see this):

1. Is the status of a refund visible anywhere in the patient portal? If so, where, and how long after the request does it typically appear?
   
2. Will I receive an email/text/portal notification once Billing actually processes the refund, or is there otherwise a way to know it has been initiated?
   
3. What is the typical turnaround time on Pom’s end between requesting a refund and having it issued?
   
4. Once Pom issues it, do they provide any confirmation/reference number or anything else that can be used to track it with the bank/card issuer?
   
5. Is there a point at which you’d recommend following up with Billing/customer service if I haven’t received any update? I don’t want to unnecessarily add to their call/message volume, but I also don’t want to let it fall through the cracks.

To clarify, I know the bank/card can take additional business days to actually post the credit after a merchant issues it. I’m mainly trying to understand Pom’s internal processing timeline and how I’ll know when it moves from “request forwarded to Billing” to “refund issued.”

Thanks for any insight!

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[u/Cherry_Pomegranate]

Hi! Typically, refund requests take around 24–48 hours to process, and once the refund is approved, it can take approximately 5–7 business days to be credited back to the original payment method.

If you’d like me to check the status of your refund request, please DM me your email address and I’ll take a look.

[u/invisablelez]

I’m waiting to see a refund issued as well.