PayMongo makes it possible for you to refund your customer’s payments in full, or a partial amount of the original charge. Please note that you will still be charged the transaction fee for refunded transactions.

Issue refunds from your PayMongo Dashboard

  1. Visit your Dashboard and go to Links or Payments

  2. Select the payment that you would like to refund

  3. Click the "Refund" button

  4. You will be asked to enter the following details:

  • Full or Partial refund

  • Reason for refund

  • Additional note (you may use this for your reference)

Please take note:

  • For card transactions, it takes 30 days for the refunds to reflect in your customers' accounts.

  • For e-wallet transactions, refunds should reflect within the day.

  • 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.

Debit and credit card refunds

  • Debit and credit card transactions can only be refunded within 60 days from the date of payment.

  • Partial refunds are applicable to debit and credit card transactions.

GCash refunds

  • GCash transactions can only be refunded within 180 days from the date of payment.

  • Partial refunds are applicable to GCash transactions.

GrabPay refunds

  • Please contact [email protected] to process GrabPay refunds. Kindly include the payment IDs of the transactions and the corresponding reasons for refunding in your request.

  • Partial refunds are not applicable to GrabPay transactions.

PayMaya refunds

  • The merchant can only do full refund (partial refunds coming soon).

  • The refund will be processed as follows:

    • The customer will be credited the refunded amount.

    • The merchant's balance at PayMongo will be debited the refunded amount.

  • Merchants can refund payments within 12 months of the transaction date.

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 realtime.
    Click here for a short tutorial.

OTC refunds

  • PayMongo is unable to refund transactions made over-the-counter (7-Eleven, M Lhuillier, Cebuana).

If for any reason you are having trouble issuing refunds from your Dashboard, please send an email to [email protected] with the subject “REFUND - [Merchant Name]”.

NOTE: Once the refund has been initiated, there is no way of canceling the transfer.

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