Refund ​

1. How to initiate a refund? ​

Checus supports two ways to initiate a refund:

1. Log in to the Merchant Portal to initiate a refund. Go to "Collection Management" → "Order Query", find the transaction to refund, open its details page, and click "Initiate Refund". (Refunds manually initiated in the Merchant Portal do not trigger callbacks by default. If you need callbacks enabled, please contact your Checus integration representative.)
2. Initiate a refund via the API. View details

2. Why can't I initiate a refund? ​

An order must meet all of the following six conditions to be eligible for refund:

1. Only successfully paid orders can be refunded
2. Orders already in the refund process cannot be refunded again
3. Orders already successfully refunded cannot be refunded again
4. Refunds can be initiated within 180 days after the order is paid successfully
5. Ensure the account balance is sufficient to cover the refund
6. Confirm the initiator has permission to request refunds

If the conditions are not met but you still need to refund, consider using Checus Disbursement Service for refunding. For details, contact support@checus.com.

3. How long until the user receives the refund? ​

Refund timing depends on the original payment method's processing times. After you successfully initiate a refund, the amount typically returns to the user's bank account within 21 days. The actual arrival time varies by bank and channel.

4. Which account will receive the refund? ​

Refunds are returned to the user's account via the original payment method. For example: if the user paid with Paytm Wallet, after a successful refund the amount will return to the user's Paytm Wallet account.

5. What if the refund balance is insufficient? ​

Checus deducts the refund amount from your pending settlement account (amount pending settlement). If the pending settlement balance is insufficient, the error REFUND_INSUFFICIENT_BALANCE will be returned. After receiving this error, wait until there are successful new payments and then try again.

6. Why does the refund show successful, but the user hasn't received the money? ​

Refund "successful" means the channel has accepted the refund request; the actual arrival time varies by channel. After you successfully initiate a refund, the amount is typically returned to the user's bank account within 21 days. Due to channel constraints, the refund status only indicates acceptance, and querying the actual processing status is not supported. Generally, after a refund request is accepted, funds are returned via the original route to the user's card or account within 1–21 days. If there are user complaints, you may respond accordingly; if the user's refund is not processed within the expected time, contact Checus for after-sales support.

7. Can orders with approval rejection or refund failure be refunded again? ​

Yes. Whether approval was rejected or the refund failed, as long as the order is still within the valid refund period, you can submit a new refund request.

8. Can settled orders still be refunded? ​

Yes. As long as the order meets the refund eligibility conditions, settlement does not affect refunding.

9. How to add a refund approval process? ​

First confirm whether the refund approval feature is enabled for your company. If not, ask your company administrator to log in to the Merchant Portal and go to "Service Settings" → "Menu Management" to add the internal approval function. If it is enabled, ask your administrator or another operator with management permissions to grant you the necessary permissions. For details, see: 如何开通付款_退款审批流程.