Rule of thumb: if the refund has been successfully processed, the funds have left Humanitix, and the customer’s credit card issuer/bank has accepted the credit.
Check if the refund has been successfully processed
The first thing to check is if the refund was successfully actioned via Humanitix
Navigate to the orders report
Search for the order and click on the Order ID
Confirm the refund and refund amount at the bottom of the order
If no refund was actioned then there will be no record here.
You will need to action the refund.
Check the buyer is looking at the correct account
Many buyers with missing refunds do not realise which card or linked account they had used to make their purchase. To help them locate this refund:
Refer them to their order confirmation email which will confirm the payment method and the last 4 digits of the card used for the purchase
Ask them to try to locate the original debit from Humanitix on their bank account - this is the same account the refund will be processed to
Ask them to search for "Humanitix" or the exact refund amount in their account
Check the correct refund amount and timeframe
Most refunds will take 2-5 business days to reach an account but can take up to 10 business, depending on the card issuer. This cannot be controlled by Humanitix.
Advise the buyer of the refund date and to either wait for the full processing period, or check within that timeframe if that period has past.
Advise the buyer of the exact refund amount that was processed to their card. They may be looking for their original charge amount which may be different to the refund amount (taking in to account if an order was partially refunded and fees are not refunded).
Check if the original transaction has been 'removed'
If a refund was processed shortly after the original purchase (usually within 1 business day) some banks or card issuers will 'remove' the transaction entirely rather than show a "debit" and "credit".
Advise the buyer to search for the original transaction on the correct account.
What if the customer claims their credit/debit card has been cancelled?
If the refund has been successfully actioned via Humanitix the buyers' card issuer/bank has accepted the credit. They may still accept refunds for a cancelled card for a period of time. Funds may be directed to another account or a temporary holding account.
The buyer must contact their card issuer or bank to request a transfer of this credit to an account of their choosing.
Check the payment method of the order
Checking the payment method or gateway of the order will determine where these funds are refunded. To check the payment method or gateway:
Head to the orders report
Search for the order and click on the order ID
Look for the gateway under their order details
Payment gateway | Refund process |
Humanitix Payments | Refunded to the original debit/card card used for the purchase |
Stripe | Refunded to the original debit/card used for the purchase
Note: Ensure your Stripe account has sufficient funds to fulfil the refund |
Manual | No refund is processed. |
Invoice | No refund is processed.
There are no actual monies attached to invoiced orders in Humanitix or a mechanism to process a refund. This is purely for your reporting. You must contact the buyer directly to arrange a refund e.g. via bank transfer |
Afterpay | Refunded to the original debit/card used for the purchase.
Refund will also be reflected in the Afterpay account. |
Zip | Refunded to the ZipPay account. Buyers must contact Zip directly to arrange a withdrawal of any funds in credit to their account. |
A customer still cannot locate their refund
Please ask for a screenshot of the original charge from the customer and contact us via the chat bubble on the bottom right so we can escalate this with our payment gateway to investigate further.