Refunding your customers

You've just agreed to refund a payment back to your customer, but don't know how.

In this guide, we'll show you:

What information you need to collect

How to refund a payment in your app

Payments you can't refund

P.S. And, yes, you can refund payments including Instant Checkouts and Tide Payment Links.

Start refunding in your app

If you have the exact transaction handy, you can start the refund in your app. To do so, tap:

Sales > Performance > Settlements

Select the payment you wish to refund > Refund This Payment

We'll send you a message in your app within 24 hours to assist you further*

*If you don’t receive a message within this window, tap the Support icon in the top-right of the app to let us know.

Reach out to Member Support

If you're unable to refund the payment in your app, our team can help.

Step 1: Collect this refund information

Before you start the refund, have in handy:

The name of the person you're refunding

Their confirmation of the refund

Step 2: Get in touch

Next, you'd need to contact our Member Support team. You can either:

Тap the Support icon, located in the top-right of your app

Send us an email to hello@tide.co

Step 3: Confirming the refund

We'll then confirm the refund with the recipient's bank. They have the final say if the refund can be processed.

Step 4: Processing the refund

When authorised, the refund may take up to 20 business days to be processed.

Good-to-know

International transactions refunds

Refunds on non-GBP card transactions are processed at Mastercard’s exchange rate on that day.

The refund is for the original, non-GBP transaction amount, as rates change on a daily basis, and it is likely that the final amount won’t be the same as what you originally paid.

Any currency exchange fees are not refunded.

Amounts we'll deduct

When you issue a refund, we'll deduct the total payment, plus any related transaction fees.

You can't refund

A partial refund is not possible under any circumstances.

Consumables like accessories, paper rolls, chargers, cables, etc. are non-refundable and not eligible for return.