In This Article:
🔥 Quick Summary
You may need to issue a refund if a member was charged incorrectly, experienced access issues, or requested a cancellation that qualifies under your policy.
Refunds can be requested directly from your Business Portal. Once submitted, the system will automatically check your business wallet balance and either process the refund or create a support ticket if manual review is required.
⚠️ Refunds are irreversible once initiated.
📍 Where to Request a Refund
Go to:
Money → Transactions → Select the transaction → Click “Request refund”
🤝 Before Submitting a Refund
Refunds should be discussed and agreed upon with your member before submitting.
Submitting a refund request confirms your approval as the Community Manager.
For full refund policy details, please refer to our Terms of Use.
📝 Step 1: Select a Refund Reason
Choose the reason that best applies.
Product Refund Reasons
Product was not accessible
Member was charged incorrectly
Promo code was not working
Other
Membership Refund Reasons
Member was unable to unsubscribe
Member was charged incorrectly
Promo code was not working
Other
🔐 Step 2: Choose the Member’s Access After Refund
You must decide what happens to the member’s access.
📦 For Product Refunds
Remove immediately→ Member immediately loses access after submission.
Allow continued access → Member keeps access even after refund is processed.
👥 For Membership Refunds
Remove now → Member is removed once refund is processed.
Remove at end of current billing cycle → Member keeps access until the cycle ends.
Allow continued access → Member keeps access after refund is processed.
💰 Step 3: Wallet Balance Check
After submission, the system checks your business wallet balance.
To process automatically:
Wallet balance must be greater than or equal to:
(Sum of all pending refund original paid amounts)
+
(Current refund original paid amount)
For now, the system compares the wallet balance to the original member paid amount.
If sufficient → refund is processed automatically.
If insufficient → a support ticket is created for manual review.
🚀 What Happens Next
✅ If Balance Is Sufficient
Refund is processed automatically.
Status updates to “Refund completed.”
A refund transaction record appears in the Transactions tab.
⏳ Processing Timeline
1–3 business days for payment gateway processing.
Up to 5 additional business days for bank settlement.
❗ If Balance Is Insufficient
A support ticket is automatically created.
Our team reviews the request.
You will be contacted within 3 business days.
🌎 Refund Processing Fees (LATAM Markets)
A refund processing fee applies only if:
The business country is in LATAM
ANDThe business currency is one of the following:
Currency | Refund Processing Fee |
BRL | 5 BRL |
MXN | 18 MXN |
PEN | 3.9 PEN |
COP | 4000 COP |
ARS | 899 ARS |
CLP | 954 CLP |
All other markets:
No refund processing fee applies.
📌 Important Notes
Refunds are irreversible once submitted.
Requests made between the 29th and the 2nd may be processed on the 3rd if manual review is required.
Processing time depends on the payment provider.
❓Frequently Asked Questions
Q. Can I process a refund for a transaction from a previous month?
A.
Yes, you can submit a refund request for any eligible transaction directly from Money → Transactions, even if it was from a previous month.
If your business wallet does not have sufficient balance to cover the refund amount, the request will be sent for manual review.
Our team will contact you within 3 business days if further action is required.
Please note that refunds are irreversible once submitted.
Q. I want to cancel a refund request I submitted. What should I do?
A.
Refund requests cannot be canceled once submitted.
Once initiated, refunds are processed immediately and cannot be reversed.
Please review the transaction details carefully before confirming your request.
Q. A member is asking for a refund, but I don’t want to approve it. What should I do?
A.
Refunds should be discussed and agreed upon between you and your member.
As the Community Manager, you decide whether to submit a refund request based on your community’s refund policy.
To avoid misunderstandings, communicate your decision clearly with the member before taking action.
Q. Why was my refund request sent for manual review?
A.
If your business wallet balance is insufficient to cover the refund amount, the request is automatically sent for manual review.
Our team will contact you within 3 business days to assist.
🤝 Need extra help? Work with a Nas.io Expert
We’ve handpicked a group of vetted Nas.io Experts, each with their own specialty, to help your business grow faster, from business setup and landing page design to creating high-converting marketing content and more.
Explore available experts here:
💬 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
• Email us at help@nas.io