Refund Management

Everything you need to know about issuing a refund to your customers.

You can issue full refunds in your partner dashboard. Below, we’ve outlined the steps to initiate a full and partial refund, and key details on how refunds are processed.

Please note that all refunds take 3 - 5 business days to process. 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 [email protected] with any questions.

Self-Service Refund Process

1. Log into your Alternative Payments Partner Dashboard

2. Navigate to Account Receivable

   From the sidebar, go to Account Receivable, select Invoices, and click the invoice number you'd like to refund.

1. Navigate to Payment Details

   From the Activity section of the invoice page, click the arrow next to the amount paid. This will take you to the Payment Details page.

1. Refund Payment

   Select Refund Payment from Payment details, and enter the reason for the refund, then click Next

1. Review your refund

   Review the refund details, and click Apply refund to refund the full invoice

Partial Refund Process

1. Reach out via email to [email protected] to submit your partial 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:

     Note: only include the refund amount, not the amount of the total transaction

   • Payment Method:

   • Invoice Number:

2. After the partial refund is initiated, Alternative Payments will refund the original payment method used by the customer to make the initial payment. These partial refunds typically take 3–5 business days for the refund to clear, depending on the end-customer's issuing bank.

Refund Limits

All partners will start with a refund limit of $10,000 (this is a limit for risk and compliance). We are able to increase the limit.

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