Refunding payments to your customers can be managed directly through the TWICE Admin. This guide outlines the steps for processing refunds and considerations regarding payment fees.
Warning: Once a payment has been refunded, the action cannot be undone.
How to Refund Payments to Your Customers
Note: TWICE Rentals App users, refund payments through Wix's order page.
Navigate to Orders:
Select the order for which you want to issue a refund.
Open Payment Summary:
Click on Payment Summary in the right panel.
Initiate Refund:
Click Refund on the right side of the Payment Summary page.
Set Refund Amount:
Refund all or part of the payment by setting a percentage or total amount.
Click Refund to process.
Handling Security Deposits:
On the same page, you can also Charge or Release security deposits as needed.
Manual Refunds:
For payments made outside of TWICE (e.g., in-store using cash), manually refund the payment to your customer and mark it in TWICE to keep your reports up to date.
FAQ: Are Payment Fees Refunded as Well?
Online payment fees are captured at the moment a payment is made and are not refunded to you when you issue a refund to your customer. It is advisable to have a refund policy in place.
Example:
A customer places an order and pays $100.
A payment processing fee of $1 is deducted at the moment of payment.
$99 is paid out to your bank account.
If you refund the full $100 to the customer, the $1 payment fee remains applicable.