How Should I Accept Refunds When Ending a Service?

Overview

When ending an e-money service because a Shop is closing or a business is shutting down, you must provide a period for accepting refunds of members’ paid balance.

You can set the refund period when you start “e-money service termination” in the app.

This page explains the specific refund acceptance procedure to follow during the refund period for e-money service termination.

➡️ For refunds during normal operations, see this page.

Refund Requests

When the refund period starts, a “Refund Confirmation” button appears below the balance in the member app. The member applies for the refund themselves and taps the “Refund Confirmation” button when the refund is complete. This sets the paid balance to 0.

💡 Refunds are made only for the member’s paid balance, which is the Charged Balance purchased for value.

Points do not need to be refunded.

How to Accept Refunds

We recommend accepting refunds using the method below.

💡 Handle the refund in person at the shop cashier, service counter, or similar location.

We recommend in-person refunds because you can confirm the member actually receives the refund.

Refund Procedure

Recommended: Accept Refunds at the Shop Cashier, Service Counter, or Similar Location

This procedure is recommended because you can confirm the refund amount in person.

1. Check the member app “Refund Amount” screen.
2. Confirm that it is not a screenshot. Check that the current time display on the refund screen is moving correctly. If it is a screenshot, tell the member that screenshots cannot be accepted.
3. After confirming the refund, ask the member to tap the “Refund Confirmation” button.
4. When confirmation is complete, the member’s balance becomes 0. The refund is now complete.

Accept Refunds by Bank Transfer or Another Remittance Method

This procedure is not recommended because you cannot directly confirm the refund amount. We recommend using it only when requested by the member.

1. Accept the member’s refund request by email, Google Forms, or a similar method. At this time, be sure to ask the member to send their member ID.
2. Use the received member ID to check the Charged Balance.
3. Use that Charged Balance amount as the basis for the bank transfer or remittance.
4. After sending the funds, ask the member to tap the “Refund Confirmation” button.