Frequently Asked Questions

Click "Get Started" in the navigation bar. Enter your name, email address, and a secure password. You'll receive a verification email — click the link inside to activate your account. The whole process takes under 2 minutes. You can also sign in with Google or Facebook if social login is enabled.

RefundPro is provided as a business platform — pricing is based on your plan tier. Customers submitting refund requests through a merchant's RefundPro portal use the service at no personal cost. Businesses should contact our sales team for enterprise licensing information.

RefundPro operates globally and supports all ISO 4217 currencies. Payment gateway coverage spans Stripe (global), PayPal (global), Flutterwave (Africa), and Paystack (West Africa). Currency conversion is displayed at the prevailing market rate at the time of the refund.

Log in to your account, then click "Submit Refund" in the navigation menu. Our four-step wizard will guide you through: (1) locating your order by reference or email, (2) selecting a refund reason, (3) uploading supporting evidence if required, and (4) reviewing and submitting. The whole process takes approximately 3–5 minutes.

You'll need your order reference number or the email address used at checkout, the item or service you're requesting a refund for, and a brief explanation of the reason. For certain categories (e.g. damaged or wrong item), photographic evidence speeds up approval significantly.

Accepted file formats are PNG, JPG/JPEG, and PDF. Each file may be up to 10 MB. You can attach a maximum of 5 files per request. All uploads are virus-scanned automatically and stored securely on encrypted cloud storage — they are never accessible to anyone outside the review team.

Yes. Your request is automatically saved as a draft as you complete each step. You can close your browser and return later — your progress will be restored. Drafts that remain incomplete for 30 days are automatically deleted to protect your data.

Each order line item can have one active refund request at a time. If a previous request for the same item was rejected and you have new evidence, you may file an appeal rather than a new request. Contact support if you need to discuss a complex multi-item order.

Log in and navigate to "My Refunds" on your dashboard. Each request displays a live status timeline with timestamps for every transition. You can also click into any request for a detailed view including the assigned agent, SLA countdown, and any messages from the support team.

Submitted — your request has been received and is in the queue. Under Review — a specialist is actively reviewing your case. Approved — your refund has been authorised and the payment reversal is being prepared. Rejected — your request was not approved; you'll receive a reason and may have appeal rights. Processed — the payment reversal has been sent to your bank. Completed — funds have been confirmed as returned. Appealed — your appeal is under separate review.

Our standard SLA is 4 business hours for the review decision. High-priority requests are reviewed within 2 hours and urgent requests within 1 hour. Once approved, the payment reversal reaches your account within 1–7 business days depending on your payment provider and bank. Debit card refunds are usually faster than credit card refunds.

Yes — you receive an automatic notification at every status change. By default, notifications are sent by email. You can also enable SMS alerts and browser push notifications in your account preferences under Notification Settings.

You have the right to file one formal appeal within 14 calendar days of the rejection. Go to your dashboard, open the rejected request, and click "Submit Appeal." You may include additional evidence or context. Appeals are reviewed by a senior team member independently of the original decision.

Common reasons include: the request was submitted outside the merchant's eligible refund window; the order does not qualify under the stated refund reason; insufficient evidence was provided for the claim type; or the refund amount exceeds the original transaction value. The rejection notice will always state the specific reason.

Appeals are prioritised and reviewed within 8 business hours. You'll receive an email and in-app notification as soon as a decision is reached. Appeals that are upheld proceed directly to the Approved status with the same payment timeline as a standard approved request.

If you believe your appeal was handled incorrectly, please contact our support team via Live Chat or email with your request reference number and a summary of your concerns. Our compliance team will review the matter within 2 business days and respond with a final determination.

On the login screen, click "Forgot password?" and enter your registered email address. You'll receive a secure, single-use reset link valid for 60 minutes. If you don't receive the email within a few minutes, check your spam folder or contact support.

Go to your Account Settings and select the "Security" tab. Click "Enable 2FA" and choose your preferred method: TOTP via an authenticator app (Google Authenticator, Authy) or SMS OTP to your verified mobile number. Follow the on-screen setup steps. Once enabled, you'll need your second factor at every login.

Accounts are temporarily locked after 5 consecutive failed login attempts, as a security measure. The lock automatically lifts after 30 minutes. If you need immediate access, use the "Forgot password?" flow to reset your credentials, which also unlocks the account.

Under GDPR and equivalent regulations, you have the right to access, correct, or erase your personal data. To exercise these rights, go to Account Settings → Privacy, or email privacy@refundpro.com. Data deletion requests are processed within 30 days. Note that certain transaction records may be retained for the legally required 7-year period.

Yes. RefundPro is PCI-DSS compliant and GDPR-ready. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Card details are never stored on our servers — only tokenised references from PCI-compliant payment gateways. Our infrastructure undergoes regular third-party penetration testing.

Once a refund is approved and the reversal is triggered, the timeline depends on your payment method: debit cards typically 1–3 business days, credit cards 3–7 business days, bank transfers 2–5 business days, and digital wallets (PayPal, etc.) usually within 24 hours. These are bank processing times outside RefundPro's control.

The refund amount is determined by the merchant's policy and the approved request. This may be the full transaction value, a partial amount, or credit/voucher depending on the reason and policy. The exact amount is shown on your approval notification and receipt.

For security and compliance reasons, refunds must be returned to the original payment method used for the purchase. If the original card or account is no longer active, please contact support who will assist with the appropriate escalation through the payment provider.

Once your refund reaches "Completed" status, a PDF receipt is automatically generated. You'll find a "Download Receipt" button on the request detail page in your dashboard. The receipt includes the request reference, original order details, approved amount, and payment confirmation reference.