Transactions created can be voided or refunded following certain conditions.
Void and Refund functionality is available via Manager or API. To enable this functionality reach out to your Maya Relationship Manager.
Void
You can void a transaction on the same day before midnight or 12am (GMT+8) of the transaction date. When successfully voided, the hold amount is released instantly.
Example:
Transaction date: January 6, 2022 9am GMT+8
Can be voided until January 6, 2022 11:59pm GMT+8
Refund
You can issue refunds the day after the transaction date, starting after midnight or 12am (GMT+8).
After a successful refund, the time it takes for the refunded amount to appear in the customer’s account depends on their issuing bank or e-wallet's processing times.
Example:
Transaction date: January 6, 2022 9am GMT+8
Can be refunded starting January 7, 2022 12am GMT+8 up to 180 days.
You can still process refunds for transactions within 180 days from the date of the transaction.
For transactions beyond 180 days but within 1 year, manual processing is available. Your authorized representative can request manual refund processing through our Merchant Aftersales Team.
Monitoring of Voided or Refunded Transactions
Void and refund requests are processed synchronously and the status or outcome determined by the API response is final. The transaction status will be updated on your Maya Manager's Transactions list.
To monitor or verify the voided or refunded transactions, you may utilize the following endpoints to retrieve transaction details:
Crediting of Refunds
The crediting or reflecting of the refunded amount to the customer accounts depends on the policies and processing times of the issuing bank or e-wallet provider.
| Payment Method | Process and SLAs |
|---|---|
| Credit Cards | For credit card refunds, it may take 7-14 working days to appear in your account. However, customers will only see it on their next bank statement or the following month, depending on their card’s billing cycle. |
| Debit Cards | For debit card reversals, it may take 30-45 days to show in your customer’s account. If customers have any more refund issues, please advise them to contact their bank or payment provider directly. |
| e-Wallets |
|
| Maya Credit | For transactions paid with Maya Credit, reach out to [email protected] for manual refund processing. The total amount, including fees and DST, will be credited to customers' Maya Wallet within 10 business days, whether they've repaid the loan or not. This credited amount is meant to settle any outstanding balance owed through Maya Credit, helping customers restore their credit limit. |
| QR PH transactions | For QR PH transactions, reach out to [email protected] for manual refund processing. It'll take 3-5 business days to process the manual refund. The crediting of the refunded amount to the customer's account depends on the processing time of the issuing bank or e-wallet provider. |
Managing voids and refunds on Maya Plugins
Merchants using Shopify and WooCommerce
Void/Refund should be performed within the plugin's dashboard. This guarantees seamless synchronization of updates made through the plugin (Shopify or WooCommerce) with your Maya Manager Dashboard.
Merchants using Magento
This functionality isn't currently available in Maya's Magento plugin. Voiding or refunding transactions should be managed directly within the Maya Manager Dashboard. As Maya Manager doesn't synchronize with the merchant's Magento dashboard for this action, it's advisable for merchants to manually reconcile on their end.