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 2-10 business 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

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 7 days from the date of payment.
  • Partial refunds are applicable to GCash transactions.

GrabPay refunds

  • GrabPay transactions can only be refunded within 90 days from the date of payment.
  • Partial refunds are not applicable to GrabPay transactions.

Shopify users

  • Refunds processed via the PayMongo Dashboard will not reflect on your Shopify dashboard.
  • Currently, refunds can't be processed via your Shopify dashboard. We are looking to support this in a future update.

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 cancelling the transfer.

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