FAQs: Online Payments

Modified on Mon, 10 Jun at 2:56 PM

Where is the 'Refund Payments' button?
Why are my customers are getting an error when paying online?
When will the customer get their money back?
What is 3D Secure?

Where is the 'Refund Payments' button?

IMPORTANT! Refunds cannot be processed in General Staff accounts by default. The 'Refund Payment' button will only appear in the Order Queue for admin users.

To process refunds:

Sign into an admin account to complete the process; or
Add the 'Refunds' permission setting into a staff account (using an admin account).

If you are signed into an admin account and still do not see the 'Refund Payment' link...

Please try these troubleshooting steps:

Go to 'Staff Management'. If the account you are using is on that page, click 'Edit' to add the 'Refunds' permission setting; or
Sign out of the Admin Portal, then sign back in; or
Use a different internet browser to access the Admin Portal; or
Delete the site data (aka clear the cache of your internet browser).

Why are my customers are getting an error when paying online?

It’s important to remember that here at Buddi we are NOT processing the payments and NOT choosing which ones to deny or allow through.

The errors customers see related to failed payments are coming from the payment processor and we’re just passing along the message.

For each of our payment providers here is a list of the error messages a customer may encounter and their reasoning:

Merrco: https://developer.paysafe.com/en/rest-apis/card-payments/card-not-present/test-and-go-live/card-errors
Moneris: https://developer.moneris.com/More/Testing/Response%20Codes
Global Payments: https://developer.globalpay.com/resources/messages

When will the customer get their money back?

To get a refund and check on its status, please contact the store where you purchased your products. Once their staff submits the refund, keep in mind that it can take up to 10 days for the funds to appear in your account. The timeline varies from bank to bank.

If you think that you were charged in error, please do not worry. The charge shown in your credit card activity is still in 'Pending' status. The authorization should fall off within a few business days.

We suggest waiting a couple more days to see if that happens. If not (the charge gets 'Posted' or goes through), please bring your receipt to the store where you purchased your products.

Staff can access their Payment Processor dashboard to obtain real-time account activity (including the refund status).

You also can try calling the toll-free number at the back of your credit card to inquire about the specific transaction.

What is 3D Secure?

3D Secure is a powerful tool that enhances the security of your online transactions. In this guide, we address key questions about the setup process, customer experience, associated costs, and how 3D Secure can help mitigate chargebacks. Please contact your payment provider to learn more about 3D Secure and to sign up.