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Documentation／User Manual

YABANDPAY · DOCUMENTATION

Refunds

Initiate full or partial refunds, configure approval permissions, and track refund statuses and insufficient-balance handling.

YabandPay documentation·

1. Initiating a Refund

Merchants can use refund management to process refunds when an order is cancelled or a customer requests a refund. You can quickly initiate refunds and track their status through the YabandPay merchant portal or app.

Method 1: Initiate a Refund in the YabandPay Merchant Portal
  • Log in to the merchant portal and click “Transaction Management” > “Payment Orders”.
  • Find the order to refund and double-click it to open the order details.
  • Find Add a new refund at the bottom of the order details page.
  • Click to open the refund page and enter the refund amount and reason.

Refunds interface

Method 2: Initiate a Refund in the YabandPay App
  • Tap Details in the bottom menu of the app, select the order to refund, and open its transaction details.
  • Tap Refund, enter the refund amount and reason, and submit. The system will then process the request.

Tip

Tips:

  1. Refunds can only be made to the original payment method. Funds will be returned through the customer’s original payment channel.
  1. Full and partial refunds are supported, but the total amount refunded must not exceed the original payment amount.
  1. Transactions older than one year generally cannot be refunded.
  1. After a refund succeeds, the payer generally receives the returned funds within a few minutes to one month.

2. Refund Approval

Refund Permission Settings

YabandPay supports different refund permission levels for cashier accounts to strengthen access control and funds security. Permission types:

Permission LevelDescription
Approved (approval required)The cashier can submit refund requests, but an administrator or operations staff member must provide an additional approval.
Immediately (immediate refund)The cashier can initiate refunds directly without approval. The refund request takes effect immediately.
DisabledThe cashier cannot initiate any refund operation.

Go to “Settings” > “Store Management”, find the relevant cashier account, and change Refund Permission under Basic Information.

Tip

Tip:

To protect funds, newly created cashier accounts have “Approved (approval required)” as their default refund permission.

Refunds interface

Refund Approval

Refund status: To-be-approval, meaning approval is required.

After a refund requiring approval is submitted, the merchant’s administrator or operator must approve it.

You can approve requests under “Refund Orders”.

3. Finding Refund Orders and Tracking Their Status

Merchants can view and track all refund orders in real time through the YabandPay merchant portal to monitor progress and keep the refund process smooth and transparent.

  1. Open “Transaction Management” > “Refund Orders”.
  2. Filter refund records by criteria such as date range, order ID, or refund status.
  3. Click an order to view details, including:
    • Original transaction information
    • Refund amount
    • Current status, such as refunded or awaiting approval
    • Action time and the person who performed the action

Administrators and operations staff can also review and approve refund requests with a “To-be-approval” status on this page.

This function gives merchants a complete view of refund processing, improves financial reconciliation efficiency, and reduces the customer support workload.

Refund Statuses
StatusDescription
To-be-approvalAwaiting approval. Only administrators and operations staff are authorized to approve the request.
Refund pendingThe refund has been submitted, but the current account balance is insufficient. The system continues monitoring the balance and automatically resumes the refund once sufficient funds are available.
Refund processingThe refund request has been submitted, and the system is processing it with the payment channel.
RefundedThe refund has been completed successfully, and the funds have been returned to the cardholder’s account through the original payment method.
Refund failedThe refund failed. The merchant can retry based on the failure reason or contact the support team.
Refund errorAn error occurred during system processing. Contact YabandPay customer support promptly.
Refund cancelThe refund request has been cancelled and will no longer be executed.

4. Insufficient Balance for a Refund

When the refund amount exceeds the current day’s total transaction amount (Netherlands time) or the available balance in the merchant’s wallet, the refund is paused and the refund order status changes to Refund pending. Once the current day’s transaction amount increases sufficiently, the system automatically resumes the refund.

To speed up processing, you can also contact YabandPay to top up the balance so the refund can be completed promptly.