Orders & refunds

This guide covers:

• How to access your orders
• How to see order details
• How to initiate a refund
• How to log a disputes

Access your orders

In the "Orders" section in your Merchant Portal you have an overview of all your orders.

You can:

• Search for orders by entering plan ID, order ID, customer name, order value or status in the search bar
• Get a detailed view of an order by clicking on a specific order
• Initiate a refund by clicking on a specific order and then clicking on "Refund" on the top right side in the order detail view

Order details:

• Date: Date of purchase
• Payment plan ID: contract reference number. Quote this number when you speak with HeidiPay customer support
• Merchant order ID: your internal reference number coming from your ecommerce platform or indicated by your sales person when using the instore module​
• Customer name: full name​ of customer
• Order Value: full value of order
• Status:

See order details

Clicking on a specific order will give you a detailed order view that allows you to:

• See order details including billing information of the customer
• Issue a refund

Initiate a refund

If a customer requests a return, please let us know as soon as possible so we can process the refund:

1. Navigate to "Orders" in your Merchant Portal
2. Click on the order for which you want to issue a refund
3. Click on "Refund" on the top right corner
4. Enter the payment plan ID for which you want to issue a refund
5. Enter the refund amount
6. Click on "Refund now"

Please ensure that you enter the total value of the returned goods or services and NOT the amount that the customer has been charged so far on their card by HeidiPay

 

Once the return has been logged in the Merchant Portal we will process the customer's refund within 14 days.
The amount of the refund will be deducted from your next payout.

For more details please refer to the HeidiPay Complaints, Returns, Refunds and Chargeback

Log a dispute

If a customer experiences an issue with their order and contacts HeidiPay, we will direct the customer to you for a resolution. If the customer is unable to resolve the issue with you, HeidiPay will help facilitate the resolution.

In such a situation, Heidi Pay will issue you with a request for information form which you should complete and return to us within 5 days. While HeidiPay concludes its investigation into the dispute, all payment collections will be paused.

We aim to conclude dispute resolution processes within 14 days of being notified of the dispute.

For more details please refer to the HeidiPay Complaints, Returns, Refunds and Chargeback