Refunding a transaction can be done quickly and easily within the Lopay app if you have sufficient funds in your Lopay balance. If you do not have sufficient balance, please contact the Support team for assistance.
Refunds are final and cannot be reversed once they are confirmed.
Head to the Activity screen (fourth icon at the bottom) in the Lopay app.
Select the transaction you wish to refund - you may need to select 'See All' beside Recent activity to find the transaction required. You will then see the option to Refund the selected transaction at the very bottom of the screen.
Confirm the amount you wish to refund - it can be the full amount or a partial amount - and then select Done.
You will then be asked 'Are you sure?' - this is because refunds are irreversible. Select Refund Now to process the transaction and return to the home screen.
Please note:
Typically funds show in the customer's account quickly but it can take up to 5 business days for the refund to show in the customer's account.
There is no additional fee for a refund, however the original transaction fee is not refunded. This is because we incur costs from the card networks (e.g. to Visa or Mastercard etc) that are non-refundable and the service was provided.
Payments processed through Lopay can be refunded within one year of the original transaction date. Once this window has passed, you must issue refunds outside of Lopay. Refunds are always returned to the original payment method used for the transaction.
If a refund has not appeared within the expected timeframe, you can take the following steps:
Check Lopay App Activity: Use the Activity tab in the Lopay app to view the refund status. Tap on a specific transaction to see detailed information.
System Trace Audit Number (STAN): Provide the STAN associated with the refund to the cardholder. This number can be used to trace the payment with their bank.
Contact the Bank: If the refund is delayed beyond 10 working days, the cardholder should contact their bank for further assistance.
For any further questions or help, please email us at [email protected].