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 of time from the date of payment
Mode of Payment | Eligibility of 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 |
UBP Online Banking | 30 days | Full refunds only | Upon request, at least 3 banking days |
Atome | 60 days | Partial and full refunds | 7 days |
BillEase | 60 days | Partial and full refunds | within 24 hours |
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.
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.