How do I process refunds and exchanges?

Last updated: June 13, 2025

When possible, Moov's platform will cancel a transaction through a reversal process. However, if the transaction has already settled with the card network, Moov will process a refund instead. A cancelation typically results in funds being returned to the cardholder faster than a traditional refund.

Refunds

Refunds should be handled in a similar manner as sales. The following are best practices for processing refund transactions:

  • Ensure the refund transaction is submitted promptly and for the total amount of the refund.

  • Provide a transaction receipt for the refund. An authorization code is not required since authorization is not required for refund transactions.

  • Do not provide cash or check refunds for transactions that were originally made with a card.

  • Do not process a refund that does not correspond to a previous sale transaction.

  • Include itemization of the amounts being refunded including tax, shipping and handling, merchandise, etc.

  • The refund amount cannot exceed the original sale amount.

  • Do not intentionally submit a sale for the sole purpose of submitting an offsetting refund.

  • We assume all refunds are intended to be processed by your business and do not make any attempts to confirm the validity of any refund.

  • Do not process a refund on a transaction that has been charged back. Chargebacks result in debits for the disputed amount. Any subsequent refunds after a dispute is initiated may not be recoverable.

Exchanges

In exchange scenarios, the same guidelines should be followed as refunds. In the event the exchange results in an uneven amount, submit a new sales transaction for the extra amount owed by the cardholder, or a partial refund transaction for any amounts owed to the cardholder by your business.

If new merchandise or services are purchased, complete a new and separate sales transaction for the new purchase.

Conditional refunds & exchanges

If refunds and exchanges are conditional, a disclosure must be provided to the cardholder at the time of the transaction. Terms such as “All Sales are Final,” “No Returns,” “No Exchanges,” etc., should be prominently displayed at the point of sale and on the transaction receipt provided to the cardholder.

Including these disclosures does not eliminate chargeback liability.