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

Below are the steps to request for a refund:

Via Dashboard

  1. Visit your Dashboard and click on the chat support button to the lower right side.
  2. Send a message containing the following details:
  3. Reference Number as stated in the PayMongo Dashboard (i.e. pay_xxxxxxxxxxx)
  4. Amount to be Refunded
  5. Reason for Refund
  6. Kindly wait for reply from a PayMongo support representative asking for verification.
  7. Once message is received, please confirm to proceed with the refund process.
  8. Kindly wait 5-10 business days for the refunds to reflect on cardholders' accounts.

Via Email

  1. Send an email to [email protected] with the subject “REFUND - [Merchant Name]”
  2. Your email should contain the following details:
  3. Reference Number as stated in the PayMongo Dashboard (i.e. pay_xxxxxxxxxxx)
  4. Amount to be Refunded
  5. Reason for Refund
  6. Kindly wait for reply from a PayMongo support representative asking for verification.
  7. Once received, please reply with your confirmation to proceed with the refund process.
  8. Kindly wait 5-10 business days for the refunds to reflect on cardholders' accounts.

*Reason for refund must be valid, otherwise a refund cannot be issued.

**Once the refund has been initiated, there is no way of cancelling the transfer.

On e-wallet refunds (GCash and GrabPay)

  • GCash transactions can only be refunded within 7 days from the date of payment.
  • GCash transactions are applicable for partial refunds.
  • GrabPay transactions can only be refunded within 2 months from the date of payment.
  • GrabPay transactions are not applicable for partial refunds.

Please note that refund requests for transactions that were already paid out to your accounts previously will be deducted from your next payout.

Did this answer your question?