The rreturn/efund process depends on how your business is connected to PollenPay.
If you sell in-store, you’ll need to notify PollenPay that a refund needs to be issued. PollenPay will then process the refund to the customer. You should not refund the customer directly for the PollenPay transaction unless we have specifically agreed otherwise.
If you are connected through an eCommerce platform such as Shopify, WooCommerce or Magento, you should issue the refund through your eCommerce platform. Once the refund is submitted, our system will receive the request and process the refund to your customer.
If you are connected directly through our API, you should issue the refund through your customer platform. We will then receive the refund request and process the refund to your customer.
Refunds are managed this way so that the customer’s PollenPay payment plan can be updated correctly and any amounts due can be adjusted where needed.