Clearpay will direct all enquiries from shopper's, regarding return of goods, to you, the Retailer/Merchant. For privacy purposes, Clearpay is unable to issue a refund to a shopper on behalf of a Merchant.

Clearpay will only process refunds following the instruction by a Merchant though the issue of a refund request via the Business Hub.

• Clearpay will determine how to apply the refund to the shopper’s order and adjust the shopper's payment schedule accordingly to reflect the refund issued

• Clearpay will process amounts back to the shopper’s card in the instances where the shopper has made payments to Clearpay already.

• An email will be sent from Clearpay to the shopper to confirm the refund has been processed and communicate the changes to the shopper’s payment schedule.

• Any refunds will be accounted for in the next settlement date. Refund amounts will be clearly identified as such in the detailed settlement information.

• Clearpay Merchant fees are non-refundable in the event of a refund.

• Once a refund has been issued, Clearpay is not able to reverse or change this action.

You must NEVER REFUND CASH to a shopper in relation to any amounts paid by shoppers to Clearpay.

Partial Refunds

Any refund other than the full order amount is considered a partial refund.

• Clearpay will automatically update the shopper’s payment schedule by reducing the instalments or processing a refund back to shopper’s card where required.

• The refund is applied to the 4th instalment first, then the 3rd instalment and so on.

Example: If the order value is £100 and the shopper has paid 1 instalment of £25 then in case of a partial refund (£60 for this example) Clearpay will cancel the shopper's 4th and 3rd instalments of £25, and reduce the 2nd instalment to £15.

Full Refunds

Any refund which is of full order amount is considered as a full refund.

• Clearpay will automatically cancel the shopper's payment schedule so that the shopper is no longer charged for the order.

• If the shopper has made any payments Clearpay will process a refund back to their card.

For example: If the order value is £100 and the shopper has paid 2 installments of £25 then in case of a full refund Clearpay would cancel the installment 3rd and 4th and process £50 refund (i.e. £25 X 2 instalments) back to shopper's card. 

Issuing Refunds

For a variety of ecomm platforms – merchants are requested to process the refund via their website rather than the admin portal:

• Shopify

• WooCommerce

• BigCommerce

• Magento

• Prestashop

Not on one of these?  Then you need to log onto the Clearpay Business Hub to apply the refund via the Clearpay system.

1. Login to the Business Hub

2. Click on the Order that you wish to apply a Refund to

3. View Order details and press the ISSUE REFUND button

4. Enter the Refund Amount and your password

5. Press ISSUE REFUND button

6. The refund will be processed by Clearpay to the shopper's order.

7. The refund will be accounted for in Settlement at the next settlement date.

Once a refund has been issued, Clearpay is not able to reverse or change this action.

Note: You will be bound by the terms of your agreement with Clearpay as to how you deal with exchanges, returns and refunds.

Help for customers wondering how refunds work