Refunds

overview refunds and cancellations on instant exchanges involve a unique process because the new order is placed on a refundid owned card rather than the customer’s card this affects how refunds and cancellations are handled refunds refunds against instant exchanges will go back to the customers bank account on file through the refundid card that was used to pay for the order it's important to advise the customer on this process to reduce any confusion the following outlines what happens when a refund is issued refund process when a refund is issued for an instant exchange, the funds are returned to refundid’s card, not directly to the customer this means the customer does not receive the refund immediately into their account payout to customer refundid then processes the refund and pays the funds out to the customer’s bank account if the customer has a bank account on file with refundid, the payout is instantaneous if not, refundid will contact the customer to obtain the necessary bank details customer communication if the customer does not have bank account details on file, refundid will send notifications and guide them through the process of providing that information via their refundid dashboard please advise the customer to look for an email from info\@refundid com if they're unable to locate the email, the customer can view their dashboard by logging into https //portal refundid com/ https //portal refundid com/ the event log of the return in the merchant portal will show the status of the payout to the customer in particular if the customer has claimed their refund yet or not cancellations if an order is cancelled, it's important to handle the funds correctly to ensure the refund is paid out to the customer simply cancelling the order in shopify does not automatically refund the customer retailers should coordinate with refundid support to handle these scenarios properly if a retailer cancels an order but does not want the customer to receive a refund, it’s crucial to contact refundid support for guidance we can assist in ensuring that the process is handled smoothly and correctly