Refunds and Chargebacks

Guidelines for processing refunds and chargebacks with Hitpay

Refund Process

The refund process streamlines managing and processing HitPay order refunds. This guide outlines steps for seamless handling and offers vital information.

It’s important to maintain sufficient balance in your HitPay account (for non-card payments) and Stripe accounts (for card payments) to execute refunds.

If your HitPay account balance is insufficient, navigate to Bank Payouts > HitPay Balance and click Top Up to top up manually.

Topping up your HitPay balance is a feature currently available for Singapore-based businesses only

Refunds can be processed within specific time periods. Refer to the table below for details regarding refund processing time and the maximum allowable refund period for each payment method available on HitPay, along with the source from which refunds are deducted:

• Singapore
• Malaysia
• Phillipines
• Indonesia

Payment Method	Refund Processing Time	Refund amount deducted from?	Max Refund Period
Cards	3 - 5 Business Days	Stripe Balance	None
PayNow QR	Instant	HitPay Balance	30 Days
GrabPay	Instant	HitPay Balance	30 Days
PayLater by Grab	Instant	HitPay Balance	30 Days
ShopeePay	Instant	HitPay Balance	30 Days
SPayLater	Instant	HitPay Balance	30 Days
Atome	Instant	HitPay Balance	30 Days
WeChat Pay	Instant	HitPay Balance	30 Days
AliPay Plus	Instant	HitPay Balance	30 Days
Shopback Pay	Instant	HitPay Balance	30 Days

Please note that fees are not refunded

How to Process Refunds

• Web Dashboard
• POS App

Step-By-Step Refund Process for Desktop

Follow these steps to process refunds using HitPay:

1. Navigate to Bank Payouts > Transactions
2. Click on the transaction that you would like to refund
3. Click on the Refund button
4. Click on the Confirm button and wait for the refund success message

If you want to fully refund the transaction, leave the refund amount field empty or enter the specific refund amount if you want to partially refund the transaction.

Understanding Refund Errors

When attempting to process a refund on HitPay transactions, you might encounter errors due to two main reasons:

1. Insufficient Funds: If your HitPay balance does not have the necessary funds to cover the refund amount.

2. Exceeded Refund Period: If the refund surpasses the allowable refund period.

To verify your HitPay balance, navigate to Bank Payouts > Hitpay Balance.

For a successful refund, ensure that your Available to Pay Out balance or your Reserves balance holds at least the amount you intend to refund. If the balance isn’t sufficient, you can wait for new transactions to come into your HitPay account, or you can manually top up your balance.

Furthermore, refunds must be executed within a designated timeframe. Refer to the table above to confirm the maximum refund period for each payment method.

In cases where a refund surpasses the permissible time window, consider an alternative approach. You can initiate a direct transfer to the customer instead.

Chargebacks

Understanding Chargebacks

A chargeback, also referred to as a dispute, arises when a cardholder questions a payment with their card issuer (usually their bank). The card issuer initiates a formal dispute, resulting in an immediate reversal of the payment. This reversal includes both the original payment amount and an additional dispute fee mandated by the card network. The deduction is made from your HitPay account.

During the dispute resolution process, HitPay deducts the original payment amount along with an administrative fee.

If the dispute is resolved in your favor, the disputed payment amount and administrative fee are returned to you. However, if the dispute is upheld, the decision of the card issuer prevails, and the cardholder’s payment remains refunded.

Challenging a Dispute

If you wish to challenge a card dispute, please send an email to [e-mail] with the following subject header:

Dispute Response: (Business Name)

Include supporting documents or evidence relevant to the dispute category. For assistance in preparing a dispute challenge, consult the guidance on this page: Dispute Category Types.

Chargeback Fees and Liability

In the event of a chargeback, both the chargeback fee and the complete original transaction amount will be reversed from your merchant balance.

Country	Chargeback Fee
Singapore	20 SGD
Malaysia	200 MYR
Australia	40 AUD
New Zealand	45 NZD
USA	25 USD
United Kingdom	25 GBP
Canada	30 CAD
UAE	100 AED
Brazil	110 BRL
Hong Kong	170 HKD
India	2000 INR
Japan	3000 JPY
Thailand	600 THB
Mexico	400 MXN
Czechia	700 CZK
Denmark	250 DKK
Sweden	300 SEK
European Union	25 EUR

European Union countries covered include Austria, Belgium, Finland, France, Germany, Luxembourg, Netherlands, Portugal, Ireland, Italy, and Spain

All card payments are processed using 3DS technology, defaulting to protecting HitPay merchants from chargebacks and shifting payment liability to the bank. However, if the issuing bank submits a chargeback, the mentioned fees will be applicable.

Given that HitPay bears the merchant’s risk, in case of a chargeback, the associated fees and transaction amount are immediately deducted from your Stripe balance.

Payments authenticated through 3D Secure come with a liability shift. If a 3D Secure payment is disputed as fraudulent by the cardholder, the liability shifts from you to the card issuer, which is the bank.

For payments disputed for reasons other than fraud, such as non-receipt of a product, the standard dispute process applies.

Please note that policies are subject to change without prior notice.

FAQs

When I refund a transaction, will the linked Shopify/WooCommerce order be refunded?

No, you still need to mark the order as refunded in your Shopify or WooCommerce admin dashboard.