Issue Refunds

  • Updated

In this article, we will cover –

What should I do if a customer asks for a refund?

How do I issue a refund?

How will I know when a refund has successfully taken place?

What should I do if a customer asks for a refund?

If a customer reaches out to you for a refund, try to assess if their reason is genuine. If yes, it would be best to issue the customer a refund to ensure that you retain their trust. Also, please update your store’s policies on refunds in the ‘Store Policies’ section in Profile tab. You can read more about it here. Customers can read these policies on your storefront below the ‘Contact us’ section. You can always refer these in case you are facing a tight spot with customers on refunds.

How do I issue a refund?

There are two types of refunds: auto-refunds and manual refunds. Auto-refunds are issued to a customer in case their transaction failed and the amount got debited from their account, In this case, they receive an auto-refund to their bank account in 3-5 business days.

Manual refunds are those that you will initiate from your side if you have agreed to issue the customer a refund.

  1. Log into your pinelabs account with your MID, username and password. Click on ‘All Transactions’ under Transactions tab.
  2. Search for the transaction ID that you want to refund in ‘Transactions’ tab. You can apply filters such as date range and payment mode to arrive at the transaction.
  3. Ensure that the ‘Transaction Type’ is ‘Purchase’, ‘status’ is ‘captured’ and ‘Response message’ is ‘Success’ before issuing a refund. These parameters indicate that the customer made a successful payment on your storefront.
  4. Next, click on the Transaction ID URL that you wish to refund.
  5. Enter the amount to refund and click ‘Refund’.
  6. Customers will receive a refund in their bank account within 3-5 business days.

Points to Note:

  1. Ensure that the amount you enter is as per the value in ‘Amount’ column and not ‘Original Txn Amount’. Amount column indicates the actual value paid by the customer after deducting any discounts/ cashbacks etc. whereas the original txn amount indicates the product price.
  2. Enter the refund amount upto two decimal places before clicking on refund. Otherwise, you will get an error. For example, if the amount to be refunded is 500, enter 500.00 in the refund field before clicking ‘Refund’.

How will I know when a refund has successfully taken place?

You will receive a status of the refund in the settlement report from plural on your email the next day. Customers will receive an SMS from their bank when the amount is credited to their account in 3-5 business days.