Handle a refund request
Keep a refund request, review and completed refund distinct.
Confirm the correct order, reason and customer request before proceeding.
Check the order first
Review payment, shipments and any existing refund request. Do not create a duplicate request.
Open Operations
Use the refund request section for eligible Archem Payments orders. Enter the reason and requested return address where required. Verify the network with the customer.
Follow the review status
Submit only when the details are correct. Follow the displayed status and any staff instructions. Do not tell the customer a refund is complete until completion is confirmed.
What you should see
The request is recorded and the customer receives the appropriate status update.
If something is not right
The order is not eligible
Contact platform support with the order number and reason. Availability depends on the payment and order state.