Declining An Instant Refund

overview this document explains what happens when an instant refund is declined and how funds are recovered from the customer an instant refund may be declined if the customer does not return their items, or if the return is declined by the retailer because it does not meet the retailer’s return conditions what happens when an instant refund is declined when an instant refund is declined refundid will attempt to recoup the refunded amount from the customer the funds are recovered from the bank account or card on file this recovery is initiated via direct debit once the reversal process begins, the transaction enters a pending state while the debit is processed reversal processing timeframes direct debit reversals can take up to two business days to complete during this time, the outcome of the reversal cannot be confirmed refundid may retry the debit if the initial attempt fails only after the two business day processing window has completed can refundid confirm whether the funds were successfully recovered merchant visibility merchants have limited visibility while an instant refund is in reversal mode reversal status updates are not shown in real time merchants are not able to manually intervene during the processing window the return will reflect updates once the outcome is confirmed please note the return will still show as declined as soon as the direct debit is issued a declined status does not indicate the refund has been reversed customer support and escalations if a customer has questions or requires assistance during the reversal process they should contact refundid customer support directly refundid support can provide guidance and updates on the reversal status refundid is unable to adjust or override the reversal process while the debit is pending relodging the return if a return is declined and you'd like to reopen it so the customer can lodge it again, this can be done by using the change to cancel button on the dashboard this is visible on the slideout of the return visible when you click on the return listing for context, cancelling a return will allow it to be relodged once the reversal has completed, whilst declining a return will not changing to cancel won't allow relodgement immediately if the reversal has not cleared