How can I process a refund for my customer?

There are 2 types of refunds that can be processed for your client;

• Full Refunds
• Partial Refunds

Full Refund

A full refund can be processed in LOKE Office by an administrator.  If you do not have the logins or permissions then you will need to contact your Head Office and request this.

1. Log into LOKE Office.
2. Select Transactions from the sidebar menu
3. Search for the transaction and ensure that it is the correct one
4. Click on the arrow on the right of the transaction, this will bring up the transactions details. 
5. Select the refund option 
6. Then click on the Refund button 

If preferred, you can also email support@loke.global with details of the transaction and our Support Team will be happy to process for you. 

Partial Refund

A partial refund for a transaction can only be refunded by our Help Desk. Please email support@loke.global and include the following information;

• Date of transaction
• How much was the original transaction
• Amount to be refunded
• Email address of the customer
• Customers Name
• Location
• Order number if available

This will confirm that the correct transaction has been identified to be refunded.  If the request is coming straight from your customer then our Help Desk will ensure that the authorisation for processing the refund has been received before actioning.

How long does it take for the funds to arrive in our customers account?

Your customer will be refunded straightaway by Stripe and the money will return to their bank instantly.  Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your customer's bank account.