Refunds

Do I set my own refund policy?

Yes, based on your own business needs - but you must publish it clearly before purchase and honor it; not doing so breaches PingBusiness's Acceptable Use Policy. You're also responsible for local consumer law, which in places like the EU can override a "no refunds" policy.

Can I have a "no refunds" policy?

You can, but it's rarely worth it - a buyer denied a refund can still file a chargeback with their bank at any time, which costs you more than a refund would.

How do I issue a refund to a buyer?

Full or partial, anytime, from your dashboard or API, on any order. It returns to the buyer's original payment method and may take up to 10 business days to appear on their statement.

Does the tax I collected get refunded too?

Yes, any indirect tax charged at checkout is refunded to the buyer, with PingBusiness handling that adjustment, only the net product amount comes out of your balance.

Is there a fee to issue a refund?

No. The platform fee on that sale is returned to you in full.

What happens to my balance when I issue a refund?

The refunded amount comes out of your available balance. If your balance can't cover it, it's deducted from future sales, or your balance goes negative until it's covered.

Can I reverse a refund once I've issued it?

No - refunds are final, so you will need to confirm the order and amount before submitting one.

Can PingBusiness issue a refund without my approval?

Yes, in specific cases - within 60 days of purchase, if a chargeback looks likely, the transaction looks fraudulent, or the product doesn't match what was listed. PingBusiness notifies you before or shortly after doing so.

What's the difference between a refund and a chargeback?

A refund is you (or PingBusiness on your behalf) voluntarily returning payment. A chargeback is the buyer disputing the charge directly with their bank, bypassing you. PingBusiness handles chargebacks through its payment partner, will ask you for evidence if needed, and gives you about 7 days to respond before the case proceeds without your input.

Should I contest every chargeback?

Not always - for low-priced products, contesting can cost more than the sale is worth. You can tell PingBusiness to just accept the dispute instead.

Is there a limit on how many chargebacks I can have?

Yes. Around 0.5% of transactions and PingBusiness will reach out to help address the cause; above 0.6%, safeguards like settlement holds, volume caps, or suspension may apply. Persistently high rates can lead to termination.

Does PingBusiness watch for refund abuse?

Yes - serial refunders and "friendly fraud" are monitored. Where abuse is evident, PingBusiness can decline a refund and block the buyer from PingBusiness checkouts entirely.

If a refund happens after my USDC has already settled, is the on-chain transfer reversed?

No - on-chain transfers are final. A post-settlement refund or chargeback is instead recovered from your ongoing balance, which is also why new accounts have an initial holding period.