If you've received a credit on your account due to a customer return, you'll need to ensure your customer receives their refund. If your customer paid by:
- Adelante Go2Pay you can request for their payment to be refunded back to their original payment method by contacting Customer Services using the ‘Contact Us’ form at the end of this FAQ. Your account will then be charged to remove this credit. Please note, you must request this ahead of month end.
- any other payment method (e.g. cash or PayPal) the credit will be swept up at month end and paid to your bank on the 10th of the following month. You must then organise the refund directly with your customer.
We encourage the use of Adelante go2pay where possible as your customers will not need to wait until the month end payments to receive their refund.
Please note that the credit on your account will take into account your 25% discount. You need to refund the full payment to your customer.