Refunds and disputes
Refunds are sent from your wallet, in the coin and amount you choose. Here's how to handle them, and card disputes.
Refunds stay in your hands. Since every payment lands in your own wallet, you send a refund from it, in the coin and amount you choose, for card and crypto payments alike.
Send a refund
- Ask the customer for an address to receive the refund, and the coin and network they want.
- Go to Wallet and select Send.
- Enter their address and the amount, add a note such as the payment's ID, and sign it with your encryption password.
See send funds from your wallet for the details.
Crypto transfers can't be reversed. Check the address and network with the customer before you send, and never refund to the address a payment came from without asking: it may belong to an exchange that can't credit it back.
Why there's no refund button
Money only moves when you sign for it, in your browser. 402pay can't move your funds, and neither can an API key, so a refund is always a send you make yourself.
Card disputes
A cardholder can still dispute a card payment with their bank. If that happens, you'll be asked for evidence. A clear description of what customers are buying, and your refund policy shown on your site, keep disputes rare. More in the refunds, returns and disputes guide.
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