Refunding payments

PayMongo makes it possible for you to refund your customer’s payments in full, or a partial amount of the original charge. Please note that you will still be charged the transaction fee for refunded transactions.

Issue refunds from your PayMongo Dashboard

Visit your Dashboard and go to Links or Payments

Select the payment that you would like to refund

Click the "Refund" button

You will be asked to enter the following details:

Full or Partial refund

Reason for refund

Additional note (you may use this for your reference)

Please take note:

For card transactions, it takes 30 days for the refunds to reflect in your customers' accounts.

For e-wallet transactions, refunds should reflect within the day.

For DOB via BPI, upon request, we would need at least 3 banking days.

Refunds for transactions that were already paid out to your account will be deducted from your next payout.

The "Note" section on the refund can only handle a maximum of 255 characters.

Please take note:

GrabPay refunds
Please contact support@paymongo.com to process GrabPay refunds. Kindly include the payment IDs of the transactions and the corresponding reasons for refunding in your request

Shopify users
Refunds can only be processed via the Shopify admin. The corresponding refund amount and status will also reflect on your PayMongo Dashboard in real-time. Click here for a short tutorial.

OTC refunds
PayMongo is unable to refund transactions made over-the-counter (7-Eleven, M Lhuillier, Cebuana).

If for any reason you are having trouble issuing refunds from your Dashboard, please send an email to support@paymongo.com with the subject “REFUND - [Merchant Name]”.

NOTE: Once the refund has been initiated, there is no way of canceling the transfer.