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Overview

Merchants have complete control over their refund policies. However, Clink reserves the right to process refunds on merchants’ behalf to mitigate chargeback risks.

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Refund

As merchants best understand their business needs, they have the flexibility to implement their own refund policies. Refunds can be processed at any time through the Clink dashboard, and the refunded amount will be automatically deducted from the merchant’s balance account. While Clink respects merchant-defined policies, we maintain the right to issue refunds on merchants’ behalf when there are chargeback concerns. It’s important to note that regardless of merchant or Clink actions, customers always retain the right to initiate chargebacks through their issuers.

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Issuing a Refund

To issue a refund through the Clink dashboard:
  1. Navigate to the Transactions tab in the menu panel
  2. Locate the target order for refund
  3. Click the Refund button in the top right corner
  4. Complete the refund form:
    1. The maximum refundable amount is automatically calculated based on the order’s current status and previous refunds
    2. Select one of the four refund reasons from the dropdown menu
    3. Add a description if needed
  5. Click the Confirm button
The Refund button may be unavailable for the following reasons:
  • Payment was unsuccessful
  • Order has been fully refunded
  • Current refundable amount is zero
  • Payment method doesn’t support refunds
Refund requests will be rejected if you have insufficient funds in your balance.

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Chargeback

A chargeback (also known as a dispute) occurs when customers request their card issuers to reverse a transaction. Common reasons include unauthorized charges and service dissatisfaction. When an issuer approves a chargeback request, the transaction amount is automatically withdrawn from the merchant’s account, typically accompanied by a processing fee ranging from US$15 to US$20. Merchants can choose to either accept or challenge the chargeback. Clink’s involvement in chargeback cases is limited by regulations. While we will assist merchants in collecting evidence for disputes when necessary, the final decision lies with the card issuer and card scheme. To maintain platform reputation and protect customer interests, Clink reserves the right to implement preventive measures, including account suspension, for merchants experiencing unusually high chargeback rates. For more detailed information about chargebacks, we recommend Stripe’s comprehensive guide: Chargebacks 101