Can I refund a charge made by a customer?

Yes, you can.

  1. You may go to your XanPay dashboard
  2. On your 'Charges' tab, select your customer's charge.
  3. Click on [Refund] initiate a refund.
  4. Click ‘Refund all’ or edit the amount you want to refund

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Refunds can take 3-7 days to process depending on the payment method and amount.

When the merchant triggers a refund on the dashboard, the customer receives an SMS from us with a link. The customer is required to go to this link to key in their phone number and choose a refund method.

Refunds are automatic up to a limit and for certain payout methods, they are manual for others, and beyond a certain limit.