Refund Service

1.How to initiate a refund？

You can initiate a refund by two ways:

Merchant Platform

1. Enter “Order Search” – “Payment” page.
2. Search the Order ID which you wanna refund to enter “Order Detail” page.
3. Click “Initiate a refund”(The merchant platform manually initiates a refund and does not call back the notification by default. If you need to open it, please contact our docking staff.)

API

You can initiate a refund request via a API. More Details

2.Why can’t I initiate a refund?

An order needs to meet the following conditions to initiate a refund:

1. Only successfully paid orders can be refunded.
2. Orders already in the refund process cannot be refunded again.
3. Orders that have been successfully refunded cannot be refunded again.
4. Refund can be initiated within 180 days of successful order payment.
5. Please ensure that the account balance is sufficient for the refund.
6. Please confirm whether the operator has permission to request a refund.

If the order does not meet the conditions but still need to be refunded, it is recommended to use PayerMax's disbursement service to refund. For more information, please contact service@payermax.com.

3.When will the user get his/her refund?

The timeliness of the refund arrival depends on the timeliness of the user's original payment method. After you successfully initiate a refund application, the refund amount will usually be returned to the user's bank account within 21 days. Due to channel restrictions, the actual arrival time of different banks is different.

4.In which account will the user receive the refund amount?

The refund amount will be returned to the user account in the original transaction method. For example: The user paid through Paytm Wallet. If refund successfully, the amount will be returned to the user's Paytm Wallet account.

5.What to do if the refund balance is insufficient？

PayerMax will deduct the refund amount from your pending settlement account (pending settlement amount). If the amount in the pending settlement account (pending settlement amount) is insufficient, it will return REFUND_INSUFFICIENT_BALANCE. After receiving this error code, please wait for a successful payment After the transaction, initiate again.

6.Why the refund status shows success, but the customer does not receive the money?

The success status only indicates that the channel has successfully accepted the refund application. Refund will be initiated on the same day (provided you have enough funds in your account). It will take between 1 and 21 days for the refund amount to reflect in your customer’s bank account. In case of Net banking transactions, certain government banks may take some more days. Restricted by the channel, the refund status is only for querying whether the application is successful, and it does not support querying the actual status of refund processing. However, various channels generally follow the following rules: If the refund request is successfully accepted, the funds will be returned to the customer’s bank card or account within 1-21 days. If there is a customer complaint, you can answer the customer according to the above explanation. Any other questions, you can contact PayerMax for after-sales support.

7.Can I initiate a refund for an order that has been rejected or refund failed?

Of course, you can. Regardless of the order being rejected or refunded failure, as long as it is within the validity period of the refund, you can initiate a refund application again.

8.Can I initiate a refund for a settled order?

Of course, you can. As long as the order is eligible to initiate a refund, the refund will not be affected even if settled.

9.How to get refund approval function?

The refund approval function is used after a refund request is initiated, it requires review by other personnel in your company, Please contact PayerMax to add the approval function.

1. If not enabled yet, by default, after initiating a refund request, no approval is needed and the refund process can be executed directly, if you need enable it, please contact the admin account to log in the Merchant Platform and go to 'Settings' - 'Menu Management' page to add refund approval function.
2. If it’s already enabled, please contact the admin account (or other operators with “Users” function) to change your permission. For details, please refer to How to open Disbursement Refund Approval process.