Refunds are a common part of transactions because it turns out that not all products and services meet expectations. That's why we created a refund policy that is focused on helping you as best we can as your payments partner.
While we want to provide the utmost assistance, we are a payments platform and do not have direct access to bank accounts or credit cards, so we are limited in terms of the power we have to issue a refund.
The best way we can assist with refunds is to provide mediation to quickly end a dispute without conflict. We place funds on hold while it is decided if a customer deserves a refund or not. While we do communicate with a customer if they contact us for a refund, we also open up a discussion with the merchant involved. If it turns out that the merchant is not reachable for five business days, then we will provide the customer with a refund.
One of the best ways to increase the likelihood of a refund is to have all the documentation necessary to prove your side of the dispute. This type of documentation includes receipts, invoices, emails, shipping orders or anything else that shows there was a transaction that was performed.
If there is a refund, the transaction fees are also refunded to the customer but they are not charged to the merchant.