1. If you paid a merchant
Contact the merchant first. They sold you the product or service and they decide whether to refund or cancel an order under their own policy. Keep your payment reference (it starts with PY-) and the transaction ID from your wallet app.
If the merchant does not respond, or you believe the payment was fraudulent, email [email protected] with the payment reference. We will look into it with the merchant and our payment provider, but we cannot promise a refund for a payment the merchant received.
2. Expired and failed payments
If a checkout expires or fails before you approve the payment in your wallet, no money is taken. If money left your wallet but the checkout shows failed or expired, contact the merchant with your wallet transaction ID; the payment is checked with the provider before any adjustment.
3. USDT payments
Blockchain transfers are final. GetPay cannot reverse a USDT transfer. Any refund of a USDT payment is made by the merchant, if they agree to it, by a new transfer.
4. For merchants
GetPay does not currently provide a refund button in the dashboard or API. Refund your customers directly under your published policy. If a payment is reversed or refunded by the payment provider, it will be recorded against your account under the Merchant Terms.
5. GetPay fees
No GetPay fee is charged on test payments, expired payments, or failed payments.
For a completed payment that the merchant later refunds, contact [email protected] about GetPay’s fee on that payment.