Refunding transactions
How do I refund transactions?
Overview
PayMongo allows you to refund your customers' payments in full or partial amounts. A payment with a status of paid are the payments that can be refunded via the PayMongo dashboard or via our Public API. Kindly note that only live transactions can be refunded.
Issue refunds from your PayMongo Dashboard
- Visit your Dashboard and go to Links or Payments
- Select the payment that you would like to refund
- Click the "Refund" button
- You will be asked to enter the following details:
a. Full or Partial refund
b. Reason for refund
c. Additional note (you may use this for your reference)
Payout balance
If your upcoming payout balance is not enough to cover the refund, the request will not push through until there is a sufficient balance amount.
Please take note:
- Refunds for transactions that were already paid out to your account will be deducted from your next payout.
- The "Note" section on the refund can only handle a maximum of 255 characters.
- Eligibility of refund processing - can only be refunded within a specific amount of time from the date of payment
Mode of Payment | Eligibility for refund processing | Partial/Full Refunds | How long for the refund to reflect in your customer's account |
|---|---|---|---|
Debit and Credit Card | 60 days | Partial and full refunds | 30 days |
GCash | 180 days | Partial and full refunds | within 24 hours |
GrabPay | 90 days | Partial and Full refunds | within 24 hours |
Maya | 12 months | Partial and Full refunds | within 24 hours |
BPI Online Banking | 30 days | Partial and full refunds | Upon request, at least 3 banking days |
BillEase | 60 days | Partial and full refunds | within 24 hours |
QR Ph UBP Online Banking | N/A | No refunds | N/A |
BDO, Metrobank, Landbank via Brankas | 30 days | Partial and full refunds | Up to 5 banking days*
|
Please note:
Shopify users
- Refunds can only be processed via the Shopify admin. The corresponding refund amount and status will also reflect on your PayMongo Dashboard in real-time.
Click here for a short tutorial.
Maya refunds
- Only full refunds are allowed for same-day refund. If a partial refund is needed, merchant can only file for a refund a day after the payment was made. You can file the partial refund as soon as 12:00 am hits the next day.
- QR Ph payments made on Maya checkout cannot be refunded. (Denoted as Maya on the our end).
OTC refunds
- PayMongo is unable to refund transactions made over-the-counter (7-Eleven, M Lhuillier, Cebuana).
Additional notes
- Payments that have been fully refunded can no longer be disputed.
Feel free to explore this help center article for more information on how to create a refunds on the PayMongo dashboard.
Updated 7 days ago