Refunds, disputes & chargebacks
How to issue a refund
Last Updated: May 12, 2026Quick answer To issue a refund, sign in to your Pay@ Gateway merchant dashboard, open the transaction you want to refund, click [PH-020], and confirm. Pay@ Gateway supports both full refunds (the entire transaction amount) and partial refunds (any amount up to the original total). The refund is sent to the customer’s original payment method...
Preventing chargebacks — best practices
Last Updated: May 12, 2026Quick answer Most chargebacks are preventable. Three things matter most: be findable and responsive when customers want to contact you (so they don’t go to their bank instead), use a clear statement descriptor so customers recognise charges, and capture good proof of every transaction (delivery confirmation, IP, customer agreement) so you can win the chargebacks...
What is a chargeback?
Last Updated: May 12, 2026Quick answer A chargeback is when a customer disputes a card transaction directly with their bank, and the bank reverses the payment without your involvement. The money is automatically pulled back from your settlement, and you have a limited window to respond with evidence proving the transaction was legitimate. Chargebacks are different from refunds —...
Refund timing and what the customer sees
Last Updated: May 12, 2026Quick answer After you issue a refund through Pay@ Gateway, the customer typically sees the money back in their account within 3–5 business days for card refunds, and within 1–2 business days for EFT or PayShap refunds. The timing depends on the customer’s bank, not on Pay@. The refund shows up in your dashboard as...