Refunds and Disputes

Learn how to process refunds and handle disputes.

Processing Refunds

Full Refund

To refund an entire payment:

1. Go to Transactions
2. Find the payment
3. Click Refund
4. Select Full Refund
5. Add reason (for your records)
6. Confirm

Partial Refund

To refund part of a payment:

1. Go to Transactions
2. Find the payment
3. Click Refund
4. Select Partial Refund
5. Enter amount
6. Add reason
7. Confirm

You can issue multiple partial refunds up to the original amount.

Refund Timing

| Payment Method | Refund Timing |

|----------------|---------------|

| Cards | 5-10 business days |

| Bank transfer | 3-5 business days |

| ClapPay balance | Instant |

| BNPL | Provider handles |

Refund Fees

• Original transaction fee is not returned
• No additional refund processing fee
• Currency conversion rates may differ

Understanding Disputes (Chargebacks)

A dispute occurs when a customer contests a charge with their bank.

Common Reasons

• Customer doesn't recognize charge
• Product not received
• Product not as described
• Duplicate charge
• Fraud

Dispute Process

1. Dispute filed — Bank notifies us
2. You're notified — You have 7-14 days to respond
3. Submit evidence — Prove the charge was valid
4. Bank decides — Ruling in your favor or customer's
5. Resolution — Funds returned or retained

Responding to Disputes

When you receive a dispute:

1. Go to Disputes in your dashboard
2. Review dispute details
3. Gather evidence:

• Order confirmation
• Shipping/tracking info
• Customer communications
• Proof of delivery
• Terms they agreed to

1. Submit response
2. Wait for decision

Evidence Tips

• Include everything — More evidence helps
• Be clear — Banks review quickly
• Be professional — No emotional language
• Show timeline — Dates matter

Dispute Fees

• $15 fee if you lose the dispute
• No fee if you win
• Fee waived if customer withdraws

Preventing Disputes

Read our dispute prevention guide →

Related Articles:

• Payment Methods Overview
• Dispute Prevention
• Refund Policies