Refunding payments

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

• Visit your Dashboard and go to Links or Payments
• Select the payment that you would like to refund
• Click the "Refund" button
• 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 30 days for the refunds to reflect in your customers' accounts.
• For e-wallet transactions, refunds should reflect within the day.
• For DOB via BPI, upon request, we would need at least 3 banking days.
• Refunds for transactions that were already paid out to your account will be deducted from your next payout.
• The "Note" section on the refund can only handle a maximum of 255 characters.

Please take note:

• GrabPay refunds: Please contact support@paymongo.com to process GrabPay refunds. Kindly include the payment IDs of the transactions and the corresponding reasons for refunding in your request
• Shopify users: Refunds can only be processed via the Shopify admin. The corresponding refund amount and status will also reflect on your PayMongo Dashboard in real-time. Click here for a short tutorial.
• OTC refunds: PayMongo is unable to refund transactions made over-the-counter (7-Eleven, M Lhuillier, Cebuana).

If for any reason you are having trouble issuing refunds from your Dashboard, please send an email to support@paymongo.com with the subject “REFUND - [Merchant Name]”.

NOTE: Once the refund has been initiated, there is no way of canceling the transfer.