What is SHOPLINE Payments?
SHOPLINE Payments allows you to process online store transactions and reconciliation without having to switch between the store admin and other payment service providers.
Through this guide, you will learn how to perform SHOPLINE Payments Refund on your store admin.
Table of Contents
Step 1: Setup your SHOPLINE Payments Account
SHOPLINE Payments consist of two KYC verification - Basic & Advanced KYC. KYC stands for “Know Your Customer”, it is the process of financial services to verify the identity, suitability, and risks involved with maintaining a business relationship. The procedures fit within the broader scope of a bank’s Anti-Money Laundering policy.
Basic KYC collects basic information such as Company Name and Director’s Information to determine your business type, whereas Advanced KYC requires extensive information such as your IDs, Bank Statements and ACRA documents.
For more information on applying for SHOPLINE Payments, refer here.
Step 2: Refunding an order
When making a SHOPLINE Payments refund, you can choose to Refund to the original payment or a Manual refund. If you select Refund to the original payment, please note that you will have to absorb the transaction fee based on your subscription plan.
Please be aware that a SGD 0.10 fee will be applied to any refund requested. This fee is non-refundable and will be deducted from the refund amount. Once a refund is processed, the payment status of the order will be automatically updated by the system. You will not be able to manually change the payment status after a refund has been processed.
All refunds require 1 working day to be processed. The refunded amount will be credited to the customer’s credit card within 2 to 4 weeks. Do note that the actual time taken to complete the refund is dependent on the process/ timeframe used by the customer’s bank.
| You can perform refunds on orders within 180 days only. |
Before you proceed to refund an order, in your store admin, go to Settings > Payments > SHOPLINE Payments > Manage Bills to view your Account Balance.
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If your Account balance has insufficient funds to proceed with the refund, you may:
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Perform the refund offline (e.g. bank transfer).
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Reach out to SHOPLINE Payments team for assistance to top up your account.
Please be aware that the refund must be completed within five business days after adding funds to the balance. If not, the funds will be transferred to your bank account on the fifth day.
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If you have sufficient funds in your Account balance, you may proceed with the refund. Head to your store admin under Orders and select the order to be refunded.
- On the order details page, click on the Refund button.
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You will then be directed to the Refund page.
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Select the type of refund and proceed to refund.
Please ensure that:
- The refund amount must not be larger than the original order amount.
- For manual refunds, please indicate the amount you would like to refund.
- Customers will be notified of the refund if you tick on the “Send notification to the customer” checkbox.
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Once the order has been refunded, the payment status will automatically change to Refunded.
- On the order details page, click on the Refund button.
For more information about SHOPLINE Payments, refer to SHOPLINE Payments FAQ.
Get in touch
SHOPLINE has a dedicated local support team for merchants looking for help with their issues and concerns. You can contact SHOPLINE support by reaching out to us through our live chat on your SHOPLINE admin, website, dropping us an email or WhatsApp our customer support with your queries.
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