What is a Refund?

  • A refund is a reversal of a payment fund back to your payment made to ClickMart in special situations such as stocks shortage, extreme weather conditions, or under government restrictions only.
  • Note that refunds can be approved on ClickMart’s Approval only. Approval will grant upon following conditions.
    • Your amount will not be refunded if the package has been collected by the delivery partner.
    • If delivery partner fails to hand the package to you ( Customer ) , ClickMart waits till the package is delivered to their warehouse.
  • Online payments made via ClickMart.lk will be handled by PayHere.lk

What are the types of refunds processed by PayHere?

1. Instant Refunds

  • When you refund a payment before it’s paid out to your bank account (within 2 days), it’s processed as an Instant Refund.
  • An Instant Refund immediately gets refunded back to your customer as a Void in real-time.

2. Delayed Refunds

  • When you refund a payment after it’s paid out to your bank account (after 2 days), it’s processed as a Delayed Refund.
  • A Delayed Refund can take up to 5-10 days to get refunded back to your customer.

How long does a Refund take to get reflected on a customer’s card?

  • It depends on the refund type.
    1. Instant Refund
      • An Instant Refund is processed in real-time & is reflected in customer’s card immediately as a Payment Void.
    2. Delayed Refund
      • A delayed refund can take 5-10 days or even longer than that to get reflected in the customer’s card as a Refund. Since a Delayed Refund is processed when the payment has already been paid out to ClickMart’s bank account, it goes through the following process which is time consuming.
        1. When you initiate a refund during the day, PayHere waits until the day-end batch process to recover the funds from your bank account balance or future payouts.
        2. At the day-end, if ClickMart’s bank account balance or the due payout has sufficient funds to facilitate the refund, it gets recovered & PayHere processes the refund. Otherwise, it retries at every day-end to recover the funds & the refund will not be processed until the funds get recovered from you.
        3. Once the refund is processed by PayHere, it will take 5 to 10 days from then to be reflected in the customer’s card.

Why a Delayed Refund takes so much time to be reflected in the customer’s card?

  • Similar to an Online payment taking 2 days to get settled to your bank account after getting charged from your customer due to fund transfer cycles from bank to bank via card networks such as Visa & Mastercard, Refunds also move in a similar path, but in reverse.
  • Even though the Payment-settlement path takes only 2 bank days as that path is mostly automated by all the banks using technical systems, the refund-settlement path is still processed manually by most of the banks through human involvement.
  • Therefore it definitely takes more than 2 days for the refund-settlement due to the time consuming manual processes.

What are the payment statuses I see after initiating a refund?

  • Waiting funds – PayHere is waiting until the funds get recovered from your bank account balance or future payouts to facilitate the refund
  • Refund processing – PayHere has recovered the funds & the refund is being processed
  • Refund processed – PayHere has processed the refund & it will reach customer’s card within 5-10 days

I initiated a refund few days ago, but it’s still in “Waiting funds” status. Why?

  • That means PayHere hasn’t been able to recover the funds yet from ClickMart’s bank account balance or future payouts. In this case, Please reach out to ClickMart Support.

Is there a fee for Payment / Refund processing?

  • No. It’s offered completely free of charge as a value-added-service for all.

Which payment methods support refunding via PayHere?

  • Only the card payment methods can be technically refunded via PayHere.
    • Visa
    • Mastercard
    • American Express
    • Discover
    • Diners Club
  • Following non-card payment methods cannot be refunded via PayHere.
    • Frimi
    • Genie
    • eZcash
    • mCash
    • Vishwa

How can I refund a non-card payment method?

  • If you made a payment via bank transfer, easy cash or any other payment methods, You can request a refund by contacting ClickMart Support. Note that your amounts will not be refunded if the package has been handed over to the courier.

 

If you need any other help, Reach out us on Messenger, WhatsApp ( 0767880114 ) OR [email protected]