How do I refund a customer?

Posted on : 14 Nov, 2022    |    Last Update - 1 year ago   

If you ever need to refund your customer for sale, you can easily do this from the Chapa Dashboard. We've made it possible for our merchants to refund any transaction with the click of a button. 


Important to note

Please note that our transaction charges are not refundable. Processing a transaction is a service in itself, which has been offered and charged for. Thus if you have to refund a customer, we will not return what we charged to process that transaction.


How to refund a customer's transaction

  1. First, you will need to find the customer's transaction. To start, log into your Chapa Dashboard.
  2. Go to your Transactions tab on the Dashboard and search using the transaction reference. You can also filter by the customer's email or ID. Once you have filtered out the particular transaction, click on it, which will provide more information.
  3. You will see a 'Refunds' tab on the right. Click on this, and you will see an 'Initiate Refund' button. Now, you will have the choice to refund either the full amount or an amount agreed with your customer. Fill in the amount and click 'Confirm.'
  4. You have successfully made a refund to your customer. Both you and your customer will receive an automated mail from Chapa confirming this, and they can expect their refund within 5-15 working days.

How to see all refunded transactions

All refunds can be viewed and managed on the Refunds page. Here, you can see all your repayments, including each refund's status. You can filter by the refund date, the quality, or the amount. 

You can also see more information about the refund, such as the Refund Reference Number (RRN), on the Refunds page. In the rare case where a customer is yet to receive their refund within the specified period, the RRN can be shared with the customer as it can be used to follow up with their original payment method.