Managing refunds has never been easier with Zomentum Payments' new streamlined refund feature. Whether you need to process a customer return, resolve a billing dispute, or handle any other refund scenario, our improved system provides a transparent and efficient way to manage the entire process from start to finish while maintaining transparency about your account balance and refund timelines.


Accessing the Refund Feature

You can initiate refunds from two locations in your dashboard:

  • Transactions List page: Click on the More ellipsis next to individual transaction line and click on Refund Payment option. 
  • Client details page: Navigate to the Transactions tab within a client details page and click on the More ellipsis next to individual transaction line to access the Refund Payment option. 

Important: The refund option only becomes available once a transaction has moved to Completed status.


Processing a Refund

Step 1: Initiate the Refund

When you click on Refund Payment, a modal window will appear asking you to:

  • Enter a reason for the refund
  • Review the refund details before proceeding

Step 2: Review Your Balance Impact

The modal will show you:

  • Your recalculated available balance after the refund is processed
  • The exact refund amount (invoice amount + transaction fees only)

Note: Zomentum processing fees are not included in refunds

Step 3: Confirm or Cancel

You can either:

  • Click on Proceed with Refund to submit your request
  • Click on Cancel to abort the refund process


Balance Requirements and Restrictions

Sufficient Balance: If you have enough funds in your account, the refund will proceed normally and your new available balance will be displayed.


Insufficient Balance: If your account doesn't have sufficient funds:

  • Your balance will show as negative
  • The refund will still be allowed to proceed
  • Zomentum will recover the shortfall from your next payout


Balance Limit Exceeded: If your recalculated balance goes below the negative allowable limit then:

  • The refund request will be rejected
  • An error message will appear explaining why the refund cannot be processed


Refund Processing Timelines

Processing times vary by payment method:

  • Card Transactions: Refunds are processed immediately upon transaction completion
  • ACH Transactions: Refunds are processed 6 business days since the transaction initiation date
  • BACS Transactions: Refunds are processed 8 business days since the transaction initiation date

Note: For ACH transactions that are older than 6 business days and for BACS transactions that are older than 8 business days, the refund will be settled on the same day as it is initiated on.


Refund Status Tracking

Every refund goes through three stages:

  1. Refund Scheduled: Your refund request has been scheduled
  2. Refund Initiated: The refund process has begun
  3. Refund Completed: The refund has been successfully processed

Status Updates

  • Upon submission, you'll see a success message with the estimated refund settlement date
  • A tooltip next to the refund status will display the estimated completion date until the refund is finalized
  • You'll receive email and in-app notifications when the refund is initiated and completed


Chargeback Interference

If a chargeback is received while your refund is scheduled:

  • The refund will be automatically cancelled
  • Both you and the payer will receive email notifications explaining the cancellation
  • The status will update to Refund Cancelled with a tooltip indicating the chargeback


Refund Receipts

Accessing Receipts: Once a refund is completed, you can download a refund receipt by clicking "Refund Receipt" below the original "Refund Payment" option.


Receipt Information: Your refund receipt will include:

  • Transaction ID
  • Invoice/Document ID
  • Refunded Amount
  • Refund Initiation Date
  • Refund Completion Date
  • Client field (showing the consumer name from payment card details)

The receipt is available as a downloadable PDF for your records.


Notifications

You and your customers will receive notifications at key stages:

  • Email notifications: Sent when refunds are scheduled and completed.
  • In-app notifications: Available in your Zomentum dashboard.
  • Toast messages: Immediate confirmation when actions are successful or encounter errors.


This streamlined refund process ensures transparency while giving you the flexibility to process refunds even when your account balance is temporarily insufficient.