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.
Self-Handled Refunds: If the vendor does not participate in the Automated Refund System, the payer must contact PayCargo Support to receive and submit a Self-Handled Refund Form. PayCargo will then send a written refund request to the vendor on the payer’s behalf.
To request an automated refund
Log in: Access your account's dashboard.
Locate the transaction: Navigate to your Transaction Dashboard and select the payment. The transaction must show a Cleared status to be eligible.
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.
If the option is not available, contact PayCargo Support to begin the Self-Handled Refund process.
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.
To request a self-handled refund
Submit a self-handled refund request : If Automated Refunds are not available, contact PayCargo Support to obtain a Self-Handled Refund Form
Complete the form with:
Contact information
Transaction details (Invoice number, Container number, Transaction ID, BOL, or AWB)
Refund amount
Reason for the request
Attach supporting documentation (e.g., corrected invoice, duplicate receipt, incorrect location paid)
After submission, PayCargo Support 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: Payers are strongly advised not to initiate bank chargebacks, as this can lead to immediate account deactivation. Always use the internal portal for disputes.
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.
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