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Things you need to know before refunding an order
- Refunds via MOBI Admin are only possible for stores using MOBI Payments. For other payment gateways, you will need to refund it via your payment gateway account.
- We cannot refund orders placed by a marketplace aggregator (e.g. Uber Eats, DoorDash, Skip, Delivereasy, Grubhub)
- You will need to be the MOBI Payments account holder, or have been assigned as a refunder by the account holder.
- The refund process cannot be reversed.
- How to get the order ID? It will usually be located under the email confirmation receipt or in the failed order notification.
Authorisation holds and reversals
For orders expected immediately (i.e. non-scheduled orders), when your customer places an order and you are using MOBI Payments, we first place an authorisation hold for the amount of the order on the customer's card.
If for any reason the order fails, the hold is released and the customer is not charged. In such cases, your customer will not see any payment or any refund on their bank statement. It'll appear as if the whole transaction never happened. That also happens when a customer is charged and refunded very shortly after being charged.
This is called a reversal as opposed to a regular refund which will show in the bank statement.
Note that your customer might see the authorisation hold on their bank statement but it will eventually disappear (usually immediately, sometimes after a few days).
Step by step guide to Refunding a full order
Step 1
Go to Sales page e.g. https://www.mobi2go.com/admin/store/[StoreID]/sales#/
Step 2
Click on "More options" and enter the Order ID and Search
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Step 3
Confirm the order was placed via MOBI Payments (see the MOBI logo below), or Apple Pay or Google Pay.
If the order was placed via a marketplace aggregator, or a third party payment processor, we cannot process the refund.
Step 4
Click on Refund on the order line. Review the order total and refund total . If you are going to process the Full refund, click Process refund.
Step 5
If you want to only refund part of the order, click Partial Refund, and enter the custom amount, then Process refund.
Step 6
All done! Your customer will receive an email notification that their refund is on the way.
Partial refunds
You can make more than one partial refund on an order, up until the total amount has been refunded. The refund popup will show you how much has already been refunded, and how much is still available to be.
