You can refund a charge in full or in part. Refunds are deducted from your Account Balance and sent to the payment method your customer paid with.

Before you issue a refund

Your role decides whether you can refund a charge. Owners, Administrators, and Managers can refund charges. Staff can view their own charges but cannot refund them. Learn how roles decide what your team can do in Working with Teams
How long you have to refund a charge depends on the payment method your customer used. Once a charge is outside its refund window, you cannot refund it
The Nomod Fee from the original payment is not included in the refund
Your Account Balance must cover the refund. If your balance is too low, the refund will not go through. Check your balance before you start

Issuing a refund

Go to Sales
Select the charge you want to refund
Tap Refund
Enter the amount you want to refund, or keep the full amount selected
Tap Refund [amount]
Check the amount, then confirm the refund

Why you cannot refund a charge

You cannot refund a charge if:

It has already been fully refunded
It failed
It falls outside the refund window for the payment method your customer used

If none of these apply and you still cannot refund the charge, chat with us on WhatsApp and we will take a look.

Tracking a refund

Go to Sales and open the original charge
Tap Activity
Select the refund to view its amount, status, date, and destination

A refund shows one of four statuses: pending, refunded, cancelled, or failed.

How the Nomod Fee affects your refund

The Nomod Fee is what we charge to process a payment. The amount depends on your Price Plan and the payment method your customer paid with. It already includes 5% VAT.

We keep the Nomod Fee from the original payment, so it is not part of the amount your customer receives.

To see what we charged on a charge you are about to refund:

Go to Sales and open the charge
Tap Nomod Fee

The breakdown shows the charge fee for the payment method your customer used, the VAT on that fee, and the total.

Learn how your Price Plan sets the Nomod Fee. Price Plans