Voids and Refund

Transactions created can be voided or refunded following certain conditions.

Void

Transactions can be voided on the same day before 12am (GMT+8) cutoff of the transaction date.

Example:

Transaction date: January 6, 2022 9am GMT+8
Can be voided until January 6, 2022 11:59pm GMT+8

Refund

Transactions can be refunded at the start of the next day after 12am GMT+8 of the transaction date.

Example:

Transaction date: January 6, 2022 9am GMT+8
Can be refunded starting January 7, 2022 12am GMT+8 up to 180 days.

📝 Refund processing via Maya Payment Gateway API is real-time. However, actual reflection of the refunded amount will depend on the issuing bank or e-wallet.

  • For Credit Card, your refund will only appear on your account within the next 7-14 working days but you will only see this on your next Billing Statement from the bank or in the month after (depending on your billing cycle).
  • For Debit Card reversals, please take note that it will take 30-45 days to reflect in your account. Please contact your bank or payment provider directly should you have any further issues with your refund.
  • For Maya e-wallet, crediting is real-time. For other e-wallet accounts (GCash, ShopeePay, Alipay, and WeChat), your refund will appear 3-5 business days after your provider process for crediting in your account.
  • For QR PH transactions, you may contact our Business Support at [email protected] for manual refunds processing. Processing will take 3-5 business days.

If you have errors in processing refunds, you may contact our Business Support at [email protected]

📝 Late Refunds

You may still process refunds if the transactions are within 180 days from the transaction date. Transactions beyond 180 days but are within 1 year can be processed manually. Your authorized representative may request for a manual refund processing through our Business Support at [email protected].

📘

Caveat: Shopify

If user VOIDS or REFUNDS the Payment directly on Maya Manager, it will not reflect on Shopify Dashboard.


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