1) Issue a refund
It’s possible to refund your customers right within your PopWonders Merchant Portal. Issuing a refund will also refund the associated transaction fees at a pro-rated rate. If you fully refund an order, 100% of the fees are refunded from PopWonders and your payment processor as well, so you never take a loss on the fees due to issuing a refund.
Refunds can take a few days to show up in the customer’s bank account. The speed of this process is controlled by the payment processor and the customer’s bank. If the funds don’t show up within a few days, you should contact your payment processor or have the customer contact their bank and see how far along the process is and what the estimated timeline for completion is.
2) Refund issue
So basically whenever a prepaid subscription is purchased (i.e. 12 months) that means the subscriber pays for all 12 months upfront. The subscriber is due 12 shipments over the course of 12 months since they’ve paid for them. If the seller stopped delivering goods after 6 months, that means the subscriber is due 6 more months because they’ve paid for them. The subscriber can contact the seller and request a refund for the remaining 6 boxes. If that doesn’t work we’ll be able to issue a refund on behalf of the subscriber. If for some reason that doesn’t work (hypothetically speaking) the subscriber can issue a chargeback with their bank.
Chargebacks are raised when payment gateway receive notification from their bank that your customer’s card issuer has received a ‘notice of dispute’ from your customer.
The Merchant is responsible for all charge-backs as a result of disputes from their customer. The Merchant is strongly advised to keep records of every sale and delivery invoices (up to 18 months) to be produced as proof in the event of contesting against the chargeback claim.
No chargeback fees will be imposes to merchant. However, payment gateway will hold the said amount until the case is settled. If the merchant charge-back level exceeds 1% for consecutive 3 months, the merchant account will be terminated.
4) Failed Renewals
When a subscription gets to the end of its term and is set to renew, our system will automatically re-bill the customer, charge their card, create a new order, and extend the subscription for another term.
There are times, however, that this automatic renewal process might fail. According to the payment gateway, failed renewals are a fairly common occurrence, with a typical failure rate of about 10-13% at each renewal. This can happen for several reasons:
• Expired credit card
• Cancelled credit card
• Insufficient funds
• Anti-fraud protection
• Bank decline
If the charge was not successful, the subscription is put into Past Due status to indicate there was an issue.
You will typically receive a generic bank decline notification (on payment gateway this shows up as “Card Decline”). The customer will need to contact their bank directly in order to determine the specific cause of the decline.
Once a subscription is Past Due, our system will automatically attempt to re-bill the customer each day until your cut-off date, up to a maximum of 10 days.
Depending on the cause of the decline, the customer may need to take action to resolve the issue (i.e. if the card has expired, they will need to update the expiration date or provide another card); or simply running the charge a second time may be enough (i.e. if there were insufficient funds at the time of the first billing attempt).
If the transaction has not gone through successfully by the cut-off date, the subscription will be marked expired, and no additional attempts to charge the customer will be made.