Documentation

How to refund money to a customer?

If you need to refund a customer, for example if an appointment is cancelled, there is a simple process you can follow, either via the payment method control panel or via a regular bank transfer from your business account. Customers can pay you via various payment methods such as Vipps, Stripe, BT Pay (Stripe Connect) or Mollie (Klarna).

All payment methods support refunds

• Vips
• Stripe
• Mollie (Klarna)
• BT Pay (Stripe Connect)

Customer refund guidelines

• First, log in to the control panel of the payment method the customer used. For example, Vipps.no's control panel. 
• Search your transaction history and find the specific payment to be refunded.
• Once you've found the transaction, look for a button or option that says "Refund" or something similar. Click it and follow the instructions that appear.
• Send a message to the customer telling them that the money is on its way back to them, and give them any details they need about the transaction.
• Don't forget to document the refund for your records, and keep all receipts and messages exchanged.

If a direct refund via the payment platform is not possible, you can simply transfer the money back to the customer from your business bank account. It is important to keep the customer informed and ensure that everything runs smoothly. This is not only professional, but also makes the whole process easier and more understandable for everyone involved.