How to Issue a Refund
To issue a refund for a customer, follow these steps:
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Access the Sales menu from the side navigation.
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Locate the sale you want to refund and click on it.
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A details panel will appear on the right side of the screen.
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Scroll down to the bottom of the details panel.
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Click the Refund button.
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Confirm the refund request.
Once confirmed, the refund process will be completed.
Refund Rules and Limitations
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Refunds via PIX can only be processed if you have available balance. Pending balance cannot be used for refunds.
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The platform allows the seller to issue refunds for up to 20% of approved sales, based on the total number of transactions.
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The platform also allows refunds for up to 20% of approved revenue from PIX and credit card sales, based on the total sales volume.
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If the seller exceeds any of these limits, the refund must be requested through the Support team for manual analysis and approval.
Important Information
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Once a refund is processed, the customer immediately loses access to the purchased product or service.
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The refunded amount is returned to the customer using the same payment method used in the original purchase.
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Processing time may vary depending on the payment method and bank processing rules.
If you have any questions or need assistance, please contact our Support team.