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Overview

As the merchant of record, Pandabase processes refunds on your behalf. You can issue a full refund for any completed order within 30 days of the original payment.

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Requirements

To issue a refund, all of the following must be true:
  • The order status is COMPLETED
  • No existing refund is pending or completed for the order
  • The order has no dispute history
  • The order is within 30 days of payment
  • Your store has sufficient available balance to cover the refund amount

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How it works

1

Initiate refund

Request a refund through the dashboard or API, with an optional reason.
2

Balance check

Pandabase verifies your store has enough available balance to cover the refund.
3

Refund processed

The refund is issued to the customer’s original payment method. Your store balance is decremented by the refund amount.
4

Customer notified

The customer receives a refund confirmation email. Funds typically appear in their account within 5–10 business days depending on their bank.

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Refund reasons

ReasonDescription
Requested by customerCustomer asked for a refund
DuplicateCustomer was charged more than once
FraudulentThe charge was not authorized
If a coupon was used on the order, the coupon usage is rolled back when the refund completes — so the coupon can be used again.
Platform fees are not refunded. If a customer paid 100andyourefundthefullamount,yourbalanceisdecrementedbythefull100 and you refund the full amount, your balance is decremented by the full 100 but the original platform fee is not returned.