Write your refund terms
Open Settings, find Seller details and fill in Refund and cancellation terms, up to 1,000 characters. Buyers see them on the checkout before they pay. If you leave this empty, buyers see "The seller has not added refund terms yet. Ask before you buy."
Write what you will do, in plain words. For example:
- Files: "Files cannot be refunded once downloaded. If something in the file is wrong, message me and I will fix it and send the new file."
- Calls: "Cancel up to 24 hours before the call for a full refund. Later than that, I can move the call once."
For calls, match the Cancel up to, hours setting on the service, so buyers can cancel online inside the same window.
Sending a refund
While buyers pay you directly, the money is in your account, so a refund comes from you. There is no refund button for these orders in Tapyoka, because the money never passed through us.
- Ask the buyer for their UPI ID, or use the number or name the payment came from.
- Send the amount from your UPI app.
- Send the buyer the UTR of your refund, so they can find it in their app.
Keep the UTR of the refund with your own records.
When a buyer reports a problem
Buyers can report three things: that they paid and you have not confirmed, that a link or group invite does not work, or that they did not get what they paid for. You get an email and the report shows under Problems reported by buyers in Orders.
- Confirm payment if the money did reach you. The buyer gets their purchase.
- Mark fixed after you fix a link or send what was missing.
- Not received if no payment with that code reached you. Add a short note for the buyer.
Answer each report within 48 hours. After 48 hours, both you and the buyer get an email about it.
If several buyers have reports that are not answered, new payments on your page are paused until they are resolved. On a page younger than 30 days, two reports within 7 days are enough. Answering reports quickly keeps your page open.
Bookings and cancellations
Buyers can cancel or move a booking online until the number of hours you set in Cancel up to, hours. After that they need to message you. If you cancel a session yourself, refund the buyer in full or offer a new time.
Rules and tax
Your refund terms need to be fair to buyers and to follow consumer law. If you are not sure what applies to what you sell, or how refunds affect your tax, check with a CA or a lawyer.