Refund Policy

Moneybag enables merchants to process refunds through dashboard and API workflows. The merchant remains responsible for deciding whether a customer is eligible for a refund.

How Refunds Are Initiated

Merchants may initiate full or partial refunds from the Moneybag dashboard or API, subject to transaction status, payment method rules, available permissions, and account configuration.

Refund Timing

After a merchant initiates a refund, Moneybag submits the refund to the relevant payment method or bank. Customer receipt timing depends on issuer processing, payment method rules, bank holidays, network timing, and the customer's account provider.

Refund Failures

• The original payment method no longer supports crediting the customer.
• The transaction is too old for the applicable payment method rules.
• The merchant account balance is insufficient, where balance checks apply.
• The payment provider, bank, or network rejects the refund request.

Support Path

Customers should contact the merchant first because the merchant owns the customer relationship and refund decision. Merchants can contact Moneybag support with the transaction ID, refund ID, customer reference, amount, currency, date, and a clear description of the issue.