Clear rules governing customer payment refunds, partial returns, and merchant dispute resolution.
1. Merchant Refund Authority
Flux provides merchants with direct refund controls via dashboard and API. A refund can only be issued against a verified, server-completed payment. The total refunded amount cannot exceed the original completed transaction amount.
2. Ledger Accounting for Refunds
When a refund is processed, Flux records a refund_debit against the merchant's balance ledger. If the merchant has insufficient available balance, the refund may be queued or require merchant account top-up before dispatch.
3. Processing Timeframes
Wallet and banking rails process returns according to their respective network clearing schedules. Refunds to JazzCash, Easypaisa, or 1Link/Raast accounts typically credit the buyer within 1 to 3 business days following successful initiation.
4. Dispute & Chargeback Handling
In the event of an unauthorized payment claim or formal customer dispute, Flux logs a dispute case in the Merchant Portal. Merchants have a defined window to upload evidence of order fulfillment (tracking numbers, delivery receipts, or digital access logs) for review.
5. Priority Review Fees
Fees paid for expedited priority KYC review cover administrative processing and operational costs. Priority review fees are non-refundable once compliance analysis has commenced.