Please note, this answer is for businesses using our 'Payout' service that process refunds through end of day settlement each day.
-
Click on the payment you want to refund.
-
Enter the refund amount (full or partial refund) and any remarks, then hit ‘Continue.’
-
Double-check the details are correct and click ‘Proceed to refund.’
-
Once the refund’s done, you can download the receipt to keep track of your funds.
FAQs
My refund is pending or has failed, why?
If your refund shows a ‘Pending’ or ‘Failed’ status, it could be for a few reasons, including:
-
Insufficient funds: There might not be enough balance to process the refund.
-
Receiver’s bank issues: The recipient’s bank could be having technical problems or other issues that are stopping the transaction.
If you’re unsure, feel free to get in touch with us and we’ll help you sort it out.
How many days after the payment can I make a refund?
You can issue a refund up to 60 days after the payment was made.
How long does it take for the refund to show in my customer’s bank account?
Refunds usually show in your customer’s account within 30 minutes. If it’s still not showing after that, use the reference ID to contact your bank.
Can I cancel a refund after submitting it?
You can cancel a refund will its still in a "pending" state. Refunds usually process within 30 minutes of initiating. Once a refund is completed it cannot be reversed.
Can my staff process refunds?
Yes, they can! Just make sure to give them the right permission in the Staff tab on the left.