> For the complete documentation index, see [llms.txt](https://support.paycargo.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.paycargo.com/payments-and-finance/cancellations-and-refunds/how-to-request-a-refund-for-a-cleared-payment.md). # How to request a refund for a cleared payment? ### Overview Refund requests in PayCargo apply only to **Cleared** payments, meaning funds have already been transferred to the vendor. The refund process depends on whether the vendor participates in the PayCargo Automated Refund System. In all cases, PayCargo acts as a facilitator, while the vendor retains final approval authority over the return of funds. ### How it works Refunds can be requested in one of two ways: * **Automated Refunds:** If the vendor has enabled the PayCargo Automated Refund System, payers can submit refund requests directly through the PayCargo Payer Portal. * **Client-managed refund request:** If the vendor does not participate in the Automated Refund System, the payer must contact PayCargo Support to receive and submit a PayCargo Refund Form. PayCargo will then send a written refund request to the vendor on the payer’s behalf. {% hint style="warning" %} If you do not recognize a charge or suspect it is unauthorized, do not use this vendor refund process. Follow the [Policy](/payments-and-finance/cancellations-and-refunds/policy.md#unrecognized-or-unauthorized-charge) immediately. {% endhint %} #### To request an automated refund 1. **Log in:** Access your [account's dashboard](https://app.paycargo.com/). 2. **Locate the transaction:** Navigate to your **Transaction Dashboard** and select the payment. The transaction must show a **Cleared** status to be eligible. {% hint style="warning" %} An Automated Refunds request covers one transaction only. For multiple payments, open each cleared transaction and submit a separate refund request. Only one refund request is allowed for each transaction. Vendors using Automated Refunds can approve refunds for multiple transactions at once. {% endhint %} 3. **Check eligibility for automated refunds:** Scroll to the bottom of the Transaction Details page to find the **Request Refund** button, which indicates the vendor supports Automated Refunds.

{% hint style="info" %} If the option is not available to request a refund in the platform, contact PayCargo Support at with the PayCargo Refund Form to begin the [Client-managed refund request process.](#to-request-a-client-managed-refund-request) {% endhint %} 4. **Submit an automated refund request :** * Select **Request Refund** * Enter the refund amount (full or partial) * Provide a clear reason (e.g., duplicate payment, clerical error) * Upload supporting documentation if needed (PDF, PNG, or JPEG) * Submit the request Once submitted, the transaction status will update to **Requested Refund**. {% @arcade/embed url="" flowId="ZpXkCY8jRixYXsJwCHgq" %} #### To request a client-managed refund request {% file src="/files/ZSiUvu0blkKT73KJZ0DZ" %} 1. **Download and complete the PayCargo Refund Form with:** * Contact information * Transaction details (Invoice number, Container number, Transaction ID, BOL, or AWB) * Refund amount * Reason for the request 2. **Submit form for request:** Send the completed PayCargo Refund Form to our Support team at . Attach any supporting documentation (e.g., corrected invoice, duplicate receipt, incorrect location paid) to your email for further review. *After submission, the PayCargo Support team will send a written refund request to the vendor and copy the payer to maintain open communication.*

Refund rules and fees*

* **Response time:** Vendors are expected to approve or deny the request within **10 business days**. If the Vendor does not respond, PayCargo will gladly reach out to the Vendor to attempt to secure a Refund Status Update for the Payer. After the 3rd Status Update request, we may require you to resolve the dispute directly with the vendor. * **Processing Fee:** Approved refunds are subject to a processing fee of **$7.50 to $10.00 USD**. * **Non-Refundable Items:** Annual user fees, credit card processing fees, and original transaction fees are **not refundable**. * **Minimum Amount:** The refund request must be for **$10.00 USD or more**. * **Limit:** Only **one refund request** is permitted per transaction. **Pro-Tip:** For recognized, routine refund disputes, use the internal refund process rather than initiating a bank chargeback, which could result in temporary account deactivation. This guidance does not apply to [Policy](/payments-and-finance/cancellations-and-refunds/policy.md#unrecognized-or-unauthorized-charge).

### Key benefits **Centralized refund management:** Request refunds directly within the PayCargo platform. **Faster resolution:** Automated Refunds reduce delays compared to traditional bank recalls. **Vendor coordination:** PayCargo facilitates communication and follow-ups on your behalf. **Transparent tracking:** Real-time status updates provide visibility throughout the process. **Reduced risk:** Structured workflows help prevent disputes and account interruptions. ### Related questions

What happens if a vendor doesn't respond to a refund request?

Vendors are expected to approve or deny refund requests within 10 business days. If a vendor does not respond, PayCargo will follow up on your behalf to request a status update and will include the payer on all related communications. If there is no response after the third follow-up request, the payer may be asked to work directly with the vendor to resolve the matter.

Why would a vendor reject a refund request?

Vendors on the PayCargo platform may decline refund requests for logistical, financial, or procedural reasons. As PayCargo is a payment facilitator and not the merchant of record, final refund decisions rest with the vendor. Common reasons for denial include: cargo already released, payments already reconciled in the vendor’s accounting system, unconfirmed duplicate payments, disputed charges requiring a formal dispute, incomplete documentation, expired refund timeframes, or suspected fraud. If a request is declined, the status will update to **Refund Denied** in your PayCargo dashboard, and most times, include a reason as to why. In these cases, we recommend contacting the vendor’s billing department directly to resolve the matter.

Does PayCargo guarantee the refund?

No. Refund approval is at the vendor’s discretion, but PayCargo actively facilitates the process.

Is a refund faster than a bank recall?

Yes. When available, PayCargo’s refund tools are typically faster and more transparent than traditional ACH or wire recalls.

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