Refunds

What is a duplicate payment refund?

What is a duplicate payment?

Duplicate payments may happen when Maesh receives a payment with the same transaction id from your customer twice. This typically occurs because of erroneous behavior of the bank's app or by a genuine mistake of the customer.

How does a duplicate payment get refunded?

Whenever Maesh inadvertently receives a duplicate payment, we will immediately refund the amount to the customer using a PayNow transfer.

How much does a duplicate payment refund cost?

Any cost that is incurred will be born by Maesh.

What is a merchant initiated refund?

A merchant initiated refund is a PayNow bank transfer that Maesh will execute when you want to refund a customer e.g. when an order was faulty or the product/service was not satisfactory for your customer.

How does a merchant initiated refund work?

A merchant initiated refund is essentially a second bank transfer that Maesh will execute using the PayNow details of your customer known to our bank.

How is a merchant initiated refund different from a credit card chargeback?

As opposed to credit card chargebacks, a merchant initiated refund can only be initiated by you, the merchant, and not by the consumer. Such a refund is also essentially a second bank transfer, whereas a credit card chargeback is a reversal of the original payment.

How can I trigger a merchant initiated refund?

You may refund your customer from the Maesh Dashboard. Maesh uses the FAST rails to immediately transfer the funds back to your customer's account.

Why does Maesh not return the transaction fees of the original transaction if I refunded my customer?

In case a refund is requested, Maesh - unfortunately - cannot return the fees incurred with the original transaction. The reason for this, is that the initial transaction - which was successfully facilitated by Maesh - will incur costs for Maesh (like the fees that we pay to our bank) that we cannot reclaim ourselves either.

How much does a merchant initiated refund cost?

For the refund itself - due to the nature of it being another bank transfer as well - we will also charge a fee to cover the transaction. The costs for this are S$0.85 per refund successfully executed.

How does Maesh handle chargebacks?

Since Maesh only accepts bank transfers (and not credit cards), you won't have to worry about paying those expensive chargeback fees when you use Maesh. We do facilitate refunds if you want to refund your customer.