Refunds

When an order was faulty or the product/service was not satisfactory for your customer. That's when you want to refund your customer through Maesh. Instantly and automatically.

Maesh Refunds FAQ

How does a refund work?

A refund is essentially a second bank transfer that Maesh will execute using the PayNow details of your customer known to our bank. Because Maesh uses the FAST rails, the funds will immediately arrive into your customer's account.

How can I trigger a refund?

You may refund your customer directly from the Maesh Dashboard. Watch the video below or follow along in the tutorial below to find out how:

  • Find the payment to be refunded in the "Payments" tab.
  • Click on the payment to open the additional details and click on the "Refund" button.
  • Enter the amount to be refunded. The default is a full refund. For a partial refund, enter any lower amount.
  • Select a reason for the refund.
  • Click Confirm.

Until how long after the date of the transaction can I do a refund? How many days?

You can do a refund through the Maesh Dashboard for any transaction up and until 30 days after the date of that transaction. After that period has expired, we currently recommend to settle the refund with your customer directly.

Example

Your customer made a transaction on November 27. You can refund this transaction up and until December 27.

What do I do if I don't have enough balance for a refund?

It may happen that there is not enough balance with Maesh for you to refund your customer. If that is the case, you can do either of these two things:

  • Wait until another payment from a customer comes in
  • Contact Maesh to top up your balance with us (hello@maesh.io)

We are actively working to make this experience better for you!

Not enough balance for a refund

How much does a refund cost?

We will charge a fee to cover the cost of the refund, since the refund is another bank transfer. The costs for this are S$0.85 per refund successfully executed.

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

Unfortunately, Maesh cannot return the fees incurred with the initial transaction. The reason for this, is that the initial transaction was successfully facilitated by Maesh. That will incur costs for Maesh that we cannot reclaim ourselves either, like the fees that we pay to our bank.

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 return money to your customer.

How is a refund different from a credit card chargeback?

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

What is a duplicate payment refund?

Maesh is not only looking out for you, but also for your customer! Whenever your customer paid us twice, we will reimburse them immediately.

What is a duplicate payment?

Duplicate payments may happen when Maesh receives a payment with the same amount and 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 receives a duplicate payment, we will immediately refund the full amount to the customer using a PayNow transfer.

How much does a duplicate payment refund cost?

Any cost that is incurred will be borne by Maesh.