How to process a refund

Before you start

• You can only refund in MOBI Admin if the order was paid via MOBI Payments. If the order was paid via another gateway, you must refund it in that payment gateway.
• Orders placed through marketplace aggregators (for example Uber Eats, DoorDash, Skip, Delivereasy, Grubhub) cannot be refunded in MOBI Admin.
• You must be either:
  • The MOBI Payments account holder, or
  • A user who has been granted Refund Access by the account holder.
• Refunds cannot be reversed once processed.
• You will need the Order ID. You can usually find it in the customer’s email receipt, or in the failed order notification.

Service fee note (updated behaviour)

• If you refund the full order amount, the service fee will also be refunded automatically.
• If you process a partial refund, the service fee will not be refunded unless the order becomes fully refunded after multiple partial refunds

Step-by-step: Full refund (MOBI Payments)

1. Go to the Sales page in MOBI Admin

2. Click More options, paste the Order ID, then select Search

3. Confirm the order is eligible for refund in MOBI Admin

   1. Look for indicators that the order was paid via MOBI Payments (or Apple Pay / Google Pay).

   2. If it was placed via an aggregator marketplace, or paid via a third-party processor, you will not be able to refund it here.

4. On the order row, click Refund

5. Confirm Full refund is selected, review the refund total, then click Process refund

6. Select a Refund reason (mandatory)

   Only one reason can be selected.

7. Done

1. Follow steps 1–4 above to locate the order and open the refund modal
2. Select Partial Refund
3. Enter the amount you want to refund, then click Process refund
4. Select a Refund reason (mandatory), then confirm

Highlights / tips

• The refund popup should show:
  • How much has already been refunded
  • How much is still available to refund

Authorisation holds and reversals (what customers may see)

For orders expected immediately (non-scheduled orders), when a customer places an order and you are using MOBI Payments, an authorisation hold may be placed on their card first.

If the order fails and no charge is captured, the hold is released and the customer is not charged. In these cases:

• The customer may not see a refund.
• It may appear as if the transaction never happened.

Sometimes, if a customer is charged and refunded very shortly after, it can also appear as a reversal instead of a standard refund.

The customer might see the authorisation hold temporarily, and it should disappear (sometimes immediately, sometimes after a few days).

Third Party Payment Gateways

If you are using any other Third party payment gateway, you will need to contact the provider to organise the refund, as MOBI does not have access or authority to do so.

• ATH Movil
• Braintree
• CyberSource
• eWay
• HyperPay
• Moneris
• Payeezy
• Payfort
• Paymark
• Windcave (formerly Payment Express)
• PayPal
• PaySafe
• Paystation
• RealEx
• Stripe
• Square
• World Pay (formerly Vantiv and Mercury)