Refunding your customers

Whenever you need to refund your customers, we're on hand to help sort it.

This guide shows you how to:

🔗 Reach out to Member Support for help with refunds

What you can and can't refund

You can't make a partial refund, and you can't refund consumables, such as paper rolls, chargers, and cables.

You can fully refund all other payments through your app, including those completed through Tide Instant Checkout and Tide Payment Links.

Refund your customer through your app

Find the exact transaction you're refunding and keep its information handy

Tap Sales > Performance > Settlements

Select the payment you wish to refund and tap Refund This Payment

We'll send you a message in your app within 24 hours to assist you further. If you don’t receive this, tap the Support icon in the top-right of the app to let us know

Get in touch if you can't refund through your app

Step 1: Collect the refund information

Before you start the refund, have handy:

The name of the person you're refunding

Their confirmation of the refund in writing, such as email or chat message

Step 2: Get in touch

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

Tap Messages and send us the refund information

Step 3: We'll contact the recipient's bank

We'll ask them to process the refund. They have the final say if the refund can be processed.

Step 4: The refund will be processed

When authorised, the refund will be processed. This may take up to 14 business days to be processed.

What happens if I'm refunding an international payment?

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.

Why is the amount refunded more than the payment amount?

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