How to Cancel an Order and Issue a Refund

When you Cancel or Reject an order via the Merchant App,  the refund is processed automatically and sent back to the customer’s account, via your payment gateway (Stripe).

Refunds via Stripe can take up to 10 business days to appear in the customer’s bank account. For more details, refer to Stripe’s refund documentation.

Important: Customers should check their bank account or bank statement, as refund notifications may not always appear in their mobile banking app.

Confirming a Refund

If a customer reports that they haven’t received their refund:

1. Ask them to check their bank account and bank statement to confirm the refund hasn’t arrived.
2. If the refund is still missing, request a bank statement for the recent month and review the transaction in your Stripe dashboard.
3. If the refund doesn’t appear in Stripe, contact Stripe Support to investigate the issue further.