Problems happen, and sometimes you may need to request a refund for a customer order.
Negotiate with the customer first
We recommend negotiating with the customer first before offering a refund. Because you won’t be able to be refunded for the payment fees when an order is refunded (see below), refunds end up costing you a small amount of money, so it is often cheaper to offer an exchange or other compensation.
How refunds are calculated
When you choose to refund a customer, you will receive back the full amount paid, less any payment fees specific to the payment method used (which depends on the country and payment type). For example, for a credit card, in Hong Kong, the fee is 3.4%+ HK$2.35. For a GCash payment in Phillippines, the fee is 2.0%. Lemi does not take any commission on refunded orders. Your next remittance will be adjusted to account for the payment fees.
How to request a refund
To request a refund for an order, go to the Order Overview, then tap on any order, then tap ‘Contact Support’. You’ll be taken to a chat where you can request a refund. Let us know the order number like ABC-12345 and if you want to issue a full or partial refund.
Alternatively you can contact your Relationship Manager via Basecamp. Let us know the order number like ABC-12345 and if you want to issue a full or partial refund.
Refunds will be credited back to the original payment method, generally within 5-10 business days.