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
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:
Full or Partial refund
Reason for refund
Additional note (you may use this for your reference)
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
Mode of Payment | Eligibility of refund processing (can only be refunded within a specific amount of time from the date of payment) | 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 | Full refunds only | within 24 hours | |
Maya | 12 months | Full refunds only | within 24 hours |
Online Banking | 30 days | Partial and full refunds | Upon request, at least 3 banking days |
Atome | 60 days | Partial and full refunds | 7 days |
Please note:
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.
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.
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.