Refund Policy Guide for Merchant Websites
Minimum Refund and Cancellation Policy content guide that must be available on your merchant website before submitting iPaymu verification.
A Refund and Cancellation Policy page explains customers' rights to request a refund. iPaymu's verification team requires this policy to be publicly available on your website as a form of consumer protection.
Required Before Verification
Your Refund Policy page must be publicly accessible from your website before submitting for verification. An unclear or missing policy may result in verification rejection.
Below are the minimum points that must be included in your website's Refund Policy:
1. Policy Scope
Clearly state which transactions or services are and are not eligible for a refund.
Example:
"This refund policy applies to all product purchases made through our website. Consultation services that have been completed are not eligible for refunds."
2. Order Cancellation
Explain:
- When customers can cancel an order
- Conditions that must be met before a cancellation is approved
Example:
"Order cancellations are only accepted within 24 hours of successful payment and as long as the order has not yet been processed/shipped. Cancellations outside this window cannot be accommodated."
3. Refund Eligibility Conditions
Explain the conditions under which customers are entitled to request a refund, such as:
- Product not received in good condition
- Service not delivered as agreed
- Payment system error
- Other reasons relevant to your business
Example:
"A refund may be requested if: the product arrives damaged, the delivered product does not match the order, or the order has not arrived within 14 business days of payment."
4. Conditions That Do Not Qualify for Refund
Explain conditions under which a refund cannot be issued:
Example:
"Refunds cannot be processed for: customer change of mind after the order has been shipped, incorrect address provided by the customer, or products that have been used or removed from original packaging."
5. Refund Submission Procedure
Explain the steps customers must follow, including required documents or evidence.
Example:
"To request a refund:
- Contact us at cs@sample-store.com with subject [REFUND] - Order Number.
- Attach product photos (if damaged/incorrect) and proof of payment.
- Our team will respond within 2×24 hours."
6. Refund Processing Time
State estimated timelines for:
- Review and approval of the refund request
- Fund disbursement after approval
Example:
"Refund requests will be reviewed within 3–5 business days. Once approved, funds will be returned within 7–14 business days depending on the original payment method."
7. Refund Method
Explain the method used to return funds to the customer.
Example:
"Refunds are issued via bank transfer to the account provided by the customer at the time of order. For e-wallet payments, funds are returned to the same e-wallet balance."
8. Administrative Fees (If Any)
State whether any fees will be deducted from the refund amount, or explicitly state that no deductions apply.
Example:
"There are no administrative fees for refund requests."
or:
"Original shipping costs are not included in the refund. Inter-bank transfer fees (if applicable) are borne by the customer."
9. Refund Contact
Provide the official channels customers can use to submit or check the status of a refund.
Example:
"Refund requests must be submitted via our official email: cs@sample-store.com. WhatsApp: 0812-xxxx-xxxx (Monday–Friday, 09:00–17:00 WIB). Please do not submit refund requests through social media."
Tips for Passing Verification
- A specific and realistic refund policy is more credible to the verification team than one that is overly strict (e.g., "no refunds under any circumstances") or too vague without clear limits.
- Ensure your refund contact channels are active and responsive — the verification team may test them.
- Keep your refund policy consistent with the information in your Terms & Conditions page.