Refunds

Overview

Refunds are reversal payments processed to customers when they are dissatisfied with a product or service. The Trawx Gateway refund capability allows merchants to process refunds seamlessly through our platform when customers request them due to unsatisfactory products or services.

How It Works

To process a refund, merchants must submit a formal request through the Merchant Dashboard in the Merchant Orders Section. Once submitted, Trawx will process the refund according to the specified parameters.

Important Requirements

Merchant Responsibilities

All refund costs are borne by the merchant
Merchants must maintain sufficient funds in their wallet to facilitate refund payouts
Merchants must verify that customer details provided for the refund are accurate, as the process is not reversible

Refund Policy

When merchants opt to use this service, only FULL REFUNDS will be processed for the given order
Depending on the chosen payment method and the customer's bank, funds can be disbursed within 1 to 3 business days

Processing Refunds

Step-by-Step Process

Log in to your Merchant Dashboard
Go to the Merchant Orders Section
Choose the specific transaction you want to refund
Submit your formal refund request
Once approved, you can track the progress through your dashboard

Support

For any settlement issues or questions regarding refunds, please contact our customer support team.

Best Practices

Verify customer information before submitting refund requests

Maintain adequate wallet balance to avoid processing delays

Monitor your dashboard regularly for refund status updates

Keep records of refund requests for your business accounting

Note:

This refund capability is designed to provide merchants with a streamlined way to handle customer satisfaction issues while maintaining full transparency and control over the refund process.