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Quick answer
To ensure agility and control of your refund requests, use the flow below:
How to request a Refund?
How does the Refund Process Work?
To ensure agility and control of your refund requests, use the flow below:
Question (FAQ) | Detailed Answer |
|---|---|
How should the Producer request a refund? | The refund request must be made internally, using Mundpay's exclusive form. If the customer contacts your support, your team should fill out the form on their behalf. |
What is the link to the request form? | The form should be filled out by your support team (internally) with the customer's data: https://forms.clickup.com/9013214015/f/8cknetz-3573/4EHWHCS7K9CCBSKMFV |
What is the timeframe for the refund to be processed? | Our processing rules are: 1. Requests received by 5 PM (business days): The refund is processed on the same day. 2. Requests received after 5 PM: Will be processed the next business day. 3. Requests on Weekends (Sat/Sun): The refund is released on the following Monday. |
Is this the final solution for the refund? | No. This form flow is a temporary measure. Soon, we will implement the customer area, where the customer themselves, within the warranty period, will be able to request the refund directly, in an automated way. |
Important Reminder: | Transparency and agility in refunds are crucial. Making cancellations and refunds easy prevents customers from contacting their card operator, generating a Chargeback and associated fees. |
Updated on: 11/11/2025
FAQ: Frequently asked questions on refund process
How do I request a refund on Mundpay?
The refund request should be made using Mundpay's exclusive form. If the customer contacts your support, your team should fill out the form on their behalf. The form should be accessed by your support team internally with the customer's information. This is a temporary measure until the customer area is implemented with automated requests.
What is the form I should fill out to request a refund?
The refund request form is provided by Mundpay and is available at https://forms.clickup.com/9013214015/f/8cknetz-3573/4EHWHCS7K9CCBSKMFV. Your support team can fill it out with the customer's information when they receive a refund request. This is the official way to process refunds on the platform.
We see our customers as invited guests to a party, and we are the hosts. It is our job every day to make every important aspect of the customer experience a little bit better.
What is the timeline for the refund to be processed?
Mundpay follows specific processing rules: requests received by 5 p.m. on business days are processed the same day, requests after 5 p.m. are processed the next business day, and requests on weekends are released the following Monday. This ensures that refunds are fast and predictable for your customers.
What changes when the customer area is implemented?
When the customer area is implemented, this will be the definitive solution for refunds. Customers themselves will be able to request a refund directly within the guarantee period, automatically, without needing to contact your support. This will make the process even faster and more streamlined for the end customer.
Why does Mundpay prioritize speed in refunds?
Transparency and speed in refunds are crucial because they facilitate cancellation and reversal, preventing the customer from resorting to their card operator. If the customer opens a dispute via the operator, it generates a chargeback and associated fees that harm your business. Processing refunds quickly protects you against chargebacks.
Good salespeople are not just trained. They are found, and then trained.
What information do I need from the customer to request a refund?
You need to have the customer's information that is requesting the refund: purchase identification, email associated with the transaction, reason for the refund, and any other information that Mundpay asks for in the request form. With this information, your team can fill out the form quickly to process the refund.
Can I request a partial refund of a purchase?
The article mentions that a refund can be requested through the form, but it is recommended to specify in the request what is the exact amount that needs to be refunded. Mundpay will process the amount specified in the form, allowing full or partial refunds as necessary for the customer's situation.
A refund settled quickly costs less than a dispute opened at the bank. When the buyer can resolve it inside the platform, the seller takes no chargeback and nobody loses an account over a ratio.
Wellington VicenteGlobal Payments Specialist
In short
How to request a Refund: To ensure agility and control of your refund requests, use the flow below:
