Delegating refund access to another user

This is useful when the account holder is not the person handling day-to-day customer issues, and another manager needs to action refunds quickly.

Before you start 

• Only the MOBI Payments Account Holder can assign other users as refunders in Admin.
• The account holder has refund access by default, and it cannot be removed.[
• MOBI staff should only assign refund access after receiving written confirmation from the account holder.[
• If a user has Head Office level access, that can mean refund capability across all stores under that Head Office (depending on how access is set up). This is worth calling out so customers understand the scope of what they are granting.

Step-by-step: Assign someone as a refunder

1. In MOBI Admin, go to Store Settings → Users

2. Identify the MOBI Payments Account Holder

   The MOBI symbol indicates who the account holder is.

3. Find the Refund Access column

   • Checked = user can refund MOBI Payments orders for this account
   • Unchecked = user cannot refund

4. Tick the checkbox to grant Refund Access

   • Changes apply immediately.

5. Confirm the user can now see the Refund button on the Sales page and can process full or partial refunds.

Step-by-step: Remove refund access (un-assign)

1. Return to Store Settings → Users
2. In the Refund Access column, untick the user
3. Changes apply immediately.