How do I issue a refund from my PayMongo Dashboard?
You can process full or partial refunds for payments directly from your PayMongo Dashboard.
Steps to Issue a Refund:
Visit your PayMongo Dashboard and navigate to the Links or Payments tab.
Select the specific payment that you want to refund.
Click the "Refund" button.
Enter the required details: whether it's a full or partial refund, the reason, and an additional note for your reference (max 255 characters).
Note: Only live transactions with a "paid" status can be refunded. Once a refund is initiated, it cannot be canceled.
I can't issue a refund. What could be the problem?
Your refund request may fail due to an insufficient payout balance or because the transaction is already under dispute.
Solution:
Check Your Payout Balance:
Issuing refunds requires a sufficient "Upcoming Payout" balance (also known as your refundable balance).
If your balance is insufficient, the refund will not go through. Wait for more payments to clear into your account to cover the refund amount.
Review for Disputes:
It is not advisable to grant a refund after a transaction has been disputed by the cardholder, as this may lead to duplicate reimbursement for the customer.
It is highly recommended to issue a refund before a dispute is filed.
How long does a refund take to reflect in my customer's account?
The timeline for a refund to reflect varies significantly based on the payment method used by your customer.
Refund Timelines by Payment Method:
Debit and Credit Card: Up to 30 days.
GCash, GrabPay, Maya: Within 24 hours.
BPI Online Banking: At least 3 banking days (upon request).
BillEase: Within 24 hours.
BDO, Metrobank, Landbank via Brankas: Up to 5 banking days.
Note: For Brankas-powered refunds, the funds go directly to your bank account, and you must settle the refund directly with your customer(s) upon receipt.
Why can't I refund a payment that was made through my Shopify or WooCommerce store?
Refunds for payments made through specific e-commerce plugins must be handled in their respective admin portals to ensure data consistency between the platforms.
Solution:
For Shopify Transactions: You must process the refund via the Shopify admin. The refund status and amount will automatically reflect on your PayMongo Dashboard in real-time.
For WooCommerce/Magento Transactions: You can issue the refund from your PayMongo Dashboard. However, you must manually update the order status in your WooCommerce/Magento dashboard to reflect the refund.
I'm having issues with refunds for specific payment methods (UBP, QR Ph, GrabPay, Maya).
Certain payment methods have unique limitations or known issues with the refund process that require specific actions.
Solution:
UBP Direct Online Banking & QR Ph on Maya:
As of February 24, 2025, there is no way to refund these transactions through PayMongo.
You are recommended to directly settle the refund with your customer outside PayMongo.
GrabPay:
If you are unable to refund GrabPay transactions directly from the PayMongo Dashboard, please email
[email protected]with the subject "GrabPay refund - [Your Business Name]," including the payment IDs and reasons for refund.
Maya:
Partial Refunds: Only full refunds are allowed for same-day Maya payments. If a partial refund is needed, you can only file for it the day after the payment was made (after 12:00 AM).
QR Ph (General):
In general, QR Ph payments have no refunds through PayMongo. In special cases, a manual refund may be requested with our support team, subject to confirmation and provider SLAs.
What are the fees for a refunded transaction?
You are still charged the corresponding transaction fee for refunded transactions. This fee will be deducted from your next payout.
Understand the Fee: The transaction fee will be subtracted from your next payout, not from the refunded amount itself.
Hold then Capture Exception: If a payment initiated via "Hold then Capture" is canceled before it is captured, you will not be charged the transaction fee.
Where can I get further assistance?
If you encounter persistent issues or your problem is not covered by these steps, please reach out to [email protected] for further assistance. For questions specifically regarding a disputed transaction, you can email [email protected].