How do I refund a payment plan?

Plans can only be refunded from your merchant account at partial.ly/login. A visual guide on how to refund a plan can be found here: How to Cancel and Refund a Payment Plan.

I don't want to cancel the plan. Can I still process a refund?

We do not recommend refunding an open plan. Instead, we recommend you add a discount to the total. Please view the article on How to Add or Deduct from a Plan.

How long will it take for the refund to return to the customer?

Refunds to credit or debit cards can take 5 to 10 business days to return to the customer's bank account. ACH payments may take up to 15 business days.

The customer says their card has been canceled or expired.

Refunds can only be returned to the card that made the payment. However, if the card has since been canceled or expired, the refund will still return to the bank account associated with that card within 5-10 business days.

The customer has closed their bank account.

If the customer has closed their bank account, you will need to refund the customer outside of our system via check or e-payment.

I already refunded the payment to the closed bank account.

If that is the case, the refund will most likely be rejected. It is recommended your customer contact their old bank to see if they can accept the refund on their behalf instead of rejecting them. If their bank rejects the refund, it will be returned to you, after which you can refund the customer outside of Partial.ly via paper check or e-payment. We recommend you wait to receive the rejected refund before processing the refund outside of Partial.ly.

More about rejected refunds.

Refunds are typically rejected if the customer has closed their bank account.

Rejected refunds can take up to 30 business days to return to you, after which you will need to refund the customer outside of our system via paper check or e-payment.

Your Partial.ly account will be updated if a refund has been rejected. The status next to the refund will say 'failed' and you should see a Stripe ID to locate the payment. If you have trouble locating the rejected refund in Stripe, please email Partial.ly Support.  

ACH Refunds

ACH payment are payments made with a bank account. You can only refund ACH payments that are under 90 days old. You will need to refund older ACH payments outside of our system via check or e-payment.

Have more questions?

Please email us at support@partial.ly