Who handles a refund
Customer payments go to the merchant’s receiving account. A customer should contact that merchant to request a refund or resolve the purchased service. The gateway does not hold the funds and cannot issue a wallet refund on the merchant’s behalf.
Evidence for a request
Provide the merchant with a transaction reference, date, amount, currency and the purchased service. The merchant should compare those details with provider records and the billing purchase. Never ask a customer for their wallet PIN, portal password or a full unrelated transaction history.
Provider reversals
A recognised reversal is recorded separately from an ordinary successful payment. The billing system must decide what to do about remaining service under its customer agreement. Do not delete the original receipt or present a reversal as a new payment.
Gateway service charges
Any refund or credit of gateway subscription or service charges follows the applicable written commercial agreement and mandatory law. This page does not establish a blanket no-refund rule or waive consumer rights.
KEEP EXPLORING