Processing Refunds

When can a refund happen for a transaction?

The user has completed the payment, but there is no associated order reference found in the TransFi database.
The user has completed the payment, and the order is found in TransFi, but the funds were not received in the TransFi account.
The user has completed the payment, and the order is found in TransFi, but the payment was not approved during the compliance check. Please refer to the compliance section on page end for more details.

How does the refund process work?

Refunds are initiated by the TransFi support team through the backend admin dashboard, based on the customer's request.

How does a customer request a refund?

Customers are required to share valid payment confirmation proof for the transaction. This helps the TransFi team reconcile the payment with our partners before processing the refund.

What details are required for processing a refund?

In specific cases, TransFi may require the user's bank account number and the original payment method to successfully process the refund.

Compliance

How does the compliance check work?

TransFi performs a name check on all transactions. Orders will be moved to manual review status when there are discrepancies between the user name in the TransFi account and the sender's bank account name. The compliance team can approve or reject the transaction based on the available user data.

If the compliance team requires more information to make a decision, they will send an email to the user requesting additional details. If there is no response from the user within 3–4 days, the order will be rejected by default.