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Manage Refunds with Confidence

Robin makes refunds as easy as accepting payments. Process full or partial refunds instantly, handle disputes professionally, and maintain great customer relationships.
Refund Timeline: Most refunds appear in customer accounts within 3-5 business days, depending on their bank.

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Processing Refunds

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Quick Refund Steps

1

Find Transaction

Search by amount, date, or reference
2

Select Refund

Tap the refund button on transaction
3

Choose Amount

Full refund or enter partial amount
4

Add Reason

Select category and add notes
5

Confirm

Review and process refund

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Refund Options

  • Full Refund
  • Partial Refund
  • Store Credit
Most Common
  • Returns entire amount
  • Automatic fee reversal
  • Instant processing
  • Customer notified

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Refund Timelines

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By Payment Method

Payment TypeProcessing TimeCustomer Sees
E-WalletsInstant1-3 days
Debit Cards1 day3-5 days
Credit Cards1 day5-7 days
FPX/BankingSame day1-2 days
Refund times depend on customer’s bank. Robin processes immediately, but banks may take longer to show the credit.

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Handling Disputes

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Types of Disputes

Friendly Disputes

Direct with customer
  • Wrong amount charged
  • Duplicate payment
  • Changed mind
  • Quality issues
Solution: Quick refund

Chargebacks

Via customer’s bank
  • Unauthorized transaction
  • Item not received
  • Not as described
  • Fraud claim
Solution: Provide evidence

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Chargeback Process

1

Notification

Robin alerts you of dispute Timeline shown (usually 7 days)
2

Review Claim

See dispute reason Check transaction details
3

Gather Evidence

  • Signed receipts
  • Delivery proof
  • Communication logs
  • Product photos
4

Submit Response

Upload evidence in app Add merchant statement
5

Resolution

Bank reviews and decides Usually 30-45 days

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Preventing Disputes

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Best Practices

  • Accurate product info
  • Visible pricing
  • Terms & conditions
  • Return policy posted
  • Send receipts always
  • Confirm large orders
  • Update on delays
  • Easy contact methods
  • Verify suspicious transactions
  • Check ID for large amounts
  • Use Tap to Pay when possible
  • Keep transaction records
  • Respond to complaints fast
  • Offer solutions
  • Process refunds promptly
  • Document everything

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Refund Policies

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Setting Your Policy

Display your refund policy:
  • At checkout
  • On receipts
  • In store/website
  • On social media

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Sample Policies

  • Retail
  • F&B
  • Services
REFUND POLICY
• 7 days exchange with receipt
• 3 days refund for unopened items
• No refunds on sale items
• Store credit available

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Managing Refund Impact

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Financial Tracking

Daily Monitoring

  • Refund rate %
  • Average amount
  • Reasons breakdown
  • Trend analysis

Cash Flow

  • Net sales (after refunds)
  • Reserve requirements
  • Settlement adjustments
  • Monthly patterns

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Operational Insights

Track refund patterns to improve:
  • Product quality issues
  • Staff training needs
  • Pricing problems
  • Process improvements

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Special Scenarios

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High-Risk Situations

For refunds over RM 1,000:
  • Verify with manager
  • Document reason thoroughly
  • Consider partial refund
  • Check for patterns
If customer repeatedly refunds:
  • Review transaction history
  • Look for abuse patterns
  • Consider restrictions
  • Document incidents
System issues causing refunds:
  • Contact Robin support
  • Keep customer informed
  • Manual processing available
  • Compensation possible

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Dispute Evidence

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What Works Best

For Item Delivery
  • Shipping tracking
  • Delivery confirmation
  • Signature proof
  • Photos of packaging
For Services
  • Appointment confirmations
  • Service completion forms
  • Before/after photos
  • Customer communications
For Digital Goods
  • Download logs
  • Access timestamps
  • IP addresses
  • Usage data

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Fee Handling

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Refund Fees

Important: Robin refunds transaction fees on full refunds, but not on partial refunds.Example (4% + RM 1 fee):
  • Original: RM 100 (you received RM 95)
  • Full refund: RM 100 (you pay RM 95)
  • 50% refund: RM 50 (you pay RM 50)

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Support & Escalation

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When to Contact Robin

Get Help For

  • Refund not processing
  • Dispute questions
  • Chargeback assistance
  • Policy clarification
  • Technical issues
Support: In-app chat or support@robin.now

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Malaysian Regulations

  • Consumer Protection Act
  • No obligation for change-of-mind
  • Defective goods must be refunded
  • Services partially delivered = partial refund

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Record Keeping

Maintain for 7 years:
  • Refund requests
  • Dispute documentation
  • Communication logs
  • Resolution details

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Best Practices Summary

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DO’s ✅

  • Process refunds quickly
  • Communicate clearly
  • Document everything
  • Learn from patterns
  • Prevent future issues

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DON’Ts ❌

  • Ignore disputes
  • Argue with customers
  • Process without verification
  • Forget to track trends
  • Hide refund policy

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Next Steps

Settlements

How refunds affect payouts

Customer Database

Track customer history
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