Ignition does not have a refund function, but we may be able to process a refund to your client as a request on your behalf as a value-added function for our customers at Ignition's discretion.
Every refund request is reviewed (risk assessment) by our team as this is a high-risk function for Ignition to perform. Under direct debit (bank to bank agreements) customers can still dispute (chargeback) payments even after they are refunded by Ignition. To limit this risk to your business and ours, not all refund requests can be approved.
Requesting a refund for a payment made by your client through Ignition
All charges regardless of value will be subject to a risk review by Ignition. If you need a high value or a high volume of payments refunded to your client we recommend doing this outside of Ignition (e.g., via a direct bank transfer to your client).
We are unable to refund payments on these conditions:
Partial amount in the invoice
Invoices that are 60-120 days old (depending on the financial institution)
No sufficient balance to allow the funds to be reversed (deducted) from your account, before refunding to your client's account.
Amount more than 1,500 (**this can be requested for a Risk Assessment Review/Approval)
Ignition also reserves the right to refuse to process a refund of any value based on a risk assessment of your business and history.
The process for requesting a refund
Contact our support team to request a refund and be sure to submit the below information in your request:
The client's name
The date of the invoice and the amount to be refunded to the client
The transaction's payment method (collected via Credit Card or Direct Debit)
Reason for the refund request (e.g. canceled service, incorrectly billed)
The link (URL) of the proposal in-app
Send the above via the chat function or email the Support Team at firstname.lastname@example.org
Please provide any additional information in a timely manner such that we can assess your refund request. If our support team requires further clarification to assure we have the correct details, they will also ask for more information.
Our support team will then submit this information and confirm within 24-48 hours as to whether or not we are able to proceed with the refund process.
Timeline for processing the refund
Please be sure to inform your client of the expected timeframe to avoid any chance of them lodging a dispute for the payment.
If the payment has already been disbursed to your bank account, we will need to first reverse this disbursal from your account before issuing a refund. This will take 6-10 business days to successfully reverse funds from your account and deposit to your client's account. Please also ensure your account has sufficient balance to allow for the refund amount to be deducted before requesting a refund or the refund will fail to be processed.
If the payment has been successfully collected from your client, but not yet paid out (disbursed) to you, the system will proceed in refunding the client.
Please note that when we are processing refunds, the system may offset this with any incoming or in-transit disbursals.
For example, if you submitted a refund request for $500 but you have an incoming disbursal of $200, the system will remove your disbursal and then deduct the difference ($300) from your account.
Possible Refund errors
If we are unable to reverse funds from your account, we will be unable to complete a refund, and we will notify you of possible issues such as:
No sufficient balance to allow for the funds to be reversed (deducted) to your account first before refunding to your client's account.
Collections within 90 to 120 days, depending on the bank, may not be refundable on our end. This will then be required to be refunded outside of Ignition.
At the current moment, we are unable to process "partial" refunds - refunds of only part of an amount paid by your client.
If a refund is processed by us we will refund the total amount paid by that client in that transaction. If you require a partial refund please perform this external to Ignition by bank transfer to your client.
Charges for Refunds
We do not charge any additional fees to process a refund. The customer will receive the full amount of the payment back into their bank account.
Ignition Payment Fees (Transaction fees/Merchant Fees)
We do not and cannot refund the original transaction fee for the successful collection from the customer.