Refunds

If you refund a payment for a transaction very quickly after the transaction was placed by your customer (usually within 24-48 hours) then it will be processed as a reversal and not a standard refund. In the case of a reversal, the original charge "drops off" the customer's card statement, and a separate credit is not issued.

If a refund you create is processed as a reversal, this means:

• Your customer won't see a separate charge and refund
• The original charge will not appear on your customer's card statement
• No ARN will be issued for the refund

You will not see a separate note on the transaction or refund information in your ShopWired account if the refund was processed as a reversal, but the absence of an ARN (a few days after the creation of the refund) will indicate that the original transaction was reversed.

Your customer can confirm with their card issuer if the refund was processed as a reversal.

If you process a refund and there isn't sufficient balance in your ShopWired Payments account to cover the amount of the refund, ShopWired Payments will attempt to collect the funds from your bank account.

If the debit processes successfully, the refund will then process once the funds have been received into your ShopWired Payments balance.

If the debit does not process successfully, the refund will not be processed and we'll automatically attempt the transaction again in 3 working days. If this fails, you'll need to change your bank account.

To process a refund on an order processed with ShopWired Payments, you'll need to navigate to the transaction page.

Enter the refund amount into the Refund amount setting and select a reason for the refund from the Refund reason setting. Select add refund and the refund will be processed in accordance with the schedule above.

An entry noting the refund will appear in the transaction timeline (shown at the bottom of the transaction page) and within around 2 working days, a new entry will appear in the timeline when an ARN becomes available.

From time to time, a refund may fail to process successfully (for example, if the customer closes their account with their debit/credit card provider and the provider no longer accepts refunds for transactions).

When a refund fails, it can take a few days for ShopWired Payments to be notified by the card provider. However, when ShopWired Payments is notified, an entry will appear on the transaction timeline informing you that the refund has failed to process, and the Refund failed email will be sent to your registered ShopWired account email address and any other additional recipients you have configured.

When a refund fails to process, it is not possible to attempt a refund again, and you will need to refund the customer via another method (e.g. bank transfer). You must take caution when issuing refunds to a source that is not the original payment method. ShopWired Payments is not liable for any fraud that you experience on your account.

When you refund a transaction, fees charged for the original transaction are not refunded by ShopWired Payments. However, you can issue a refund to the customer for the full value of the transaction.