In This Article:
🔥 Quick Overview
Refunds for physical product orders on Nas.io can be initiated by either the customer or the business owner, depending on the situation.
There are two refund flows:
Customer-initiated refund requests
Business owner-initiated refunds
Nas.io handles the payment refund process, but refund requests submitted by customers must first be reviewed and approved by the business owner.
📬 Customer-Initiated Refund Requests
Customers can submit a Request Refund from their Purchase History page.
Member Purchase History view:
When a customer submits a request:
A customer request ticket is created.
The business owner receives a notification.
The business owner reviews the request.
The business owner can approve or reject the request.
Desktop view:
Mobile view:
If the request is approved:
Nas.io initiates the refund process
The order status will change to Processing refund
The payment will be returned to the customer’s original payment method
Once the refund is completed, the order status will update to Refunded.
Desktop view:
Mobile view:
🧾 Business Owner-Initiated Refunds
Business owners can also initiate a refund directly from the Orders page.
This may happen when:
The product is out of stock
A duplicate order was placed
The customer requested cancellation outside the platform
Other order issues occurred
When the business owner confirms the refund:
Nas.io initiates the refund process
The order status will change to Processing refund
Once the refund is completed, the order status will update to Refunded.
💳 Refund Processing Time
Refunds may take a few business days to appear in the customer’s account, depending on the payment provider or bank processing time.
⚠️ Important: Wallet Balance Requirement
Refunds can only be processed if the business has sufficient wallet balance to cover the refund amount.
In most cases, refunds can be processed normally because Nas.io holds the funds before they are released to the business owner.
The payout flow typically works like this:
The order is completed after delivery confirmation.
Funds enter a holding period (typically 7 days) before they become available for payout.
Because of this holding period, refunds are usually processed before funds are released to the business owner.
🆘 What Happens if There Are Not Enough Funds?
If a refund is approved after the payout has already been released, and the business wallet does not have enough balance to cover the refund, the platform will display an insufficient balance message.
In this case:
The refund cannot be processed automatically
The business owner will be prompted to contact the Nas.io Finance team
The refund request will remain open until the issue is resolved
The business owner can contact the Finance team through:
Email
WhatsApp
Once the balance issue is resolved, the refund can be processed.
❌ Rejecting a Refund Request
If the business owner rejects a refund request:
The order remains unchanged
The customer is notified that the request was rejected
The customer may contact the business owner directly to discuss the issue
💳 Refund Processing Time
Once a refund is processed:
The payment is returned to the customer's original payment method
Depending on the customer's bank or payment provider, the refund may take a few business days to appear.
❓ Frequently Asked Questions
Q. Can customers cancel an order before it ships?
Yes. Customers can submit a Request Refund from their Purchase History page if the order has not yet been shipped.
The business owner will review the request and decide whether to approve or reject the refund.
Q. Who decides whether a refund is approved?
The business owner reviews and decides whether to approve or reject refund requests submitted by customers.
Q. How does the refund process work on Nas.io?
Once a refund is approved or initiated:
Nas.io starts the refund process
The order status will change to Processing refund
After the refund is completed, the order status will update to Refunded.
The refunded amount will be returned to the customer’s original payment method.
Q. Can business owners issue refunds directly?
Yes. Business owners can initiate a refund directly from the order page.
This may happen when:
The product is out of stock
A duplicate order was placed
The customer requested cancellation outside the platform
Other order issues occurred
Once the refund is initiated, the refund process will begin and the order status will update accordingly.
Q. Why can’t I process a refund?
Refunds can only be processed if the business has sufficient wallet balance to cover the refund amount.
If the balance is insufficient, the platform will prompt the seller to contact the Nas.io Finance team, and the refund request will remain open until the issue is resolved.
🤝 Need extra help? Work with a Nas.io Expert
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💬Contact Support
If you have questions or need help, you can:
Use the chat widget inside the platform (bottom right corner) or contact us through WhatsApp