Issuing Refunds

Everything you need to know about requesting a refund for your customers.

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Alternative Payments processes transaction refunds for partners at their request. Below, we’ve outlined the steps associated with an ACH and Credit Card refund, and the requirements for submitting a refund request.

Please note that all refunds take 3 - 5 business days to process and can only be expedited in specific instances. Credit card fees for refunded transactions are the responsibility of the partner, and will be added to the refund amount. You can reach out to [e-mail] with any questions.

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ACH Refund Process

1. Reach out via email to [e-mail] to submit your refund request. Alternatively, you can use the chatbot in the partner dashboard. Please provide the following information in all refund requests:

   • Partner:

   • Customer:

   • Txn Date:

   • Refund Amount:

   • Payment Method:

   • Invoice Number:

2. Alternative Payments initiates an ACH debit from the partner's payout account for the refund amount.

3. After the ACH clears (~3-4 business days), Alternative Payments will send an ACH to the bank account used by the customer to make the initial payment. The customer will typically receive the funds bank in their account the next business day.

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Credit Card Refund Process

1. Reach out via email to [e-mail] to submit your refund request. Alternatively, you can use the chatbot in the partner dashboard. Please provide the following information in all refund requests:

   • Partner:

   • Customer:

   • Txn Date:

   • Refund Amount:

   • Payment Method:

   • Invoice Number:

2. Alternative Payments initiates an ACH debit from the partner's payout account for the refund amount plus any relevant credit card fees.

Note: credit card fees for refunds are incurred by the partner, and will be added to the refund amount if applicable.

1. After the ACH clear (~3-4 business days), Alternative Payments will refund the credit card transaction. The customer will typically receive the funds back on their card the same day.

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