Refund Policy

At WisePe Private Limited, we strive to ensure a smooth and transparent payment experience for all users. However, due to the nature of digital payments involving multiple banks and systems, refunds may sometimes take time. This policy explains how we handle refund requests.

CASE 1: REFUND INITIATED BY THE BUSINESS

Situation: A customer successfully completes a payment on a website for goods or services. Later, due to reasons such as non-delivery of goods or unsatisfactory service, the customer requests a refund from the merchant.

What Happens Next:

• The merchant initiates a refund request through the payment gateway.
• The payment gateway forwards the request to the acquiring bank (merchant's bank).
• The acquiring bank communicates the request to the issuing bank (customer's bank).
• The issuing bank processes the refund and credits the customer's account.

Why Refunds Take 5–10 Working Days: Refunds involve coordination between multiple parties — the payment gateway, the acquiring bank, and the issuing bank. Each entity follows its own verification and processing timelines. Some steps may require manual review, which can add to the processing time.

When Refunds May Take Longer:

• Network or system failures
• Communication gaps between banks
• High transaction volumes

If a refund request fails during processing, it may need to be re-initiated, causing additional delay.

CASE 2: TRANSACTION FAILED BUT AMOUNT DEBITED

Situation: A payment attempt fails on the website, but the customer's bank account is debited.

Why This Happens: Online payments involve multiple steps and parties:

• Customer initiates payment on a website
• Payment gateway processes authentication (OTP / PIN)
• Issuing bank debits the amount
• Confirmation is sent back through the acquiring bank

If communication fails at any stage after the amount is debited, the transaction may be marked as failed even though the money has been deducted.

Refund in Such Cases: If the payment is ultimately confirmed as failed, the deducted amount is automatically reversed or refunded to the customer's account within the standard processing time.

HOW WISEPAY HANDLES REFUNDS

• Continuous monitoring of failed and pending transactions with acquiring banks
• Notification to merchants if a failed transaction later becomes successful
• Option for merchants to complete delivery or initiate a refund
• Provision for manual intervention in escalated or unresolved refund cases

LIMITATIONS IN REFUND TRACKING

The digital payments ecosystem involves multiple identifiers such as Order ID, Payment ID, Transaction ID, and Refund ID. Since there is no universal tracking system across all platforms, occasional delays may occur.

WisePe Private Limited does not control merchant operations. Customers are advised to contact the merchant directly for service-related issues. However, in cases of suspected fraud or repeated non-compliance, WisePe reserves the right to intervene.

REFUND TIMELINES

Payment Method	Minimum Time	Maximum Time
Credit / Debit Cards	2 Working Days	10 Working Days

IMPORTANT NOTES

• Refunds are processed only to the original payment method used at the time of purchase.
• Your funds are safe — delays are procedural, not a sign of loss.
• In rare cases where auto-reversal fails, refunds may need to be manually re-initiated. We monitor and handle such cases promptly.