Refund a customer

Your money settles to you every day, so a refund comes from you, not from Zova. You send back everything the customer paid, including the payment fee. Zova shows you the exact amount.

1. 1

   Tap Refund, then Confirm refund

   On the order in Sales. The order is cancelled and its stock goes back on sale.

2. 2

   Wait for the customer's bank details

   The order shows Refund: waiting for customer. Zova has asked them on WhatsApp.

3. 3

   Send the money

   When it says Refund: send it now, you'll see Pay back to with the customer's checked account name, bank and number. Tap the copy icon next to the number and send the exact amount from your bank app.

4. 4

   Tap I've sent it

   Only once the money has actually left your account. You can add the transfer reference. Then tap Yes, it's sent.

5. 5

   The customer confirms

   It shows Refund sent while you wait, then Refunded once they confirm.

If they say it didn't arrive

The order shows Refund disputed. Zova support will contact you, so keep your transfer receipt ready. If needed, Zova pays the customer and takes that amount from your next payouts. It shows on your statement as Towards refunds.

Sometimes Zova handles it

Some refunds go back through the payment processor or are paid by Zova's team directly. Then the order says so, for example Refund being paid directly, and there's nothing for you to do.