Canceling and Refunding Payments

Smart Technologies & Services USA LLC and its affiliates (collectively “Smart ExpressPay”, “Site”, “we” and “us”) supports the ability to refund charges made to your account, either in whole or in part. If the original charge underwent currency conversion, the refunded amount is converted back using the same process. There are no fees to refund a charge, but the fees from the original charge are not returned.
We submit refund requests to your customer’s bank or card issuer immediately. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be canceled. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded.
We’ll also send an email to your customer notifying them of the refund, if all of these conditions apply:

  • The original charge was created on a Customer object in your Smart ExpressPay account
  • The Customer object has a stored email address
  • You have Email customers for refunds enabled

Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued. You can issue more than one refund against a charge, but you cannot refund a total greater than the original charge amount.
Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).
Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., check or bank account deposit). In rare cases, a refund back to a card may fail.
Always attempt to refund card payments through Smart ExpressPay and not using another method (e.g., cash or check). If a payment is found to be fraudulent and a dispute is received, you can lose both the disputed amount and the amount you refunded separately.
For additional payment methods (ACH, iDEAL, etc.), refund handling can vary from bank to bank. If a customer has closed their method of payment, the bank may return the refund to us—at which point it is marked as failed.
If a refund is submitted not long after the original charge occurred, the refund may be processed as a reversal. This means that the original charge will drop off the bank statement altogether, as if it never occurred, and the bank account balance will adjust to credit that money back without a specific line item on the statement.
If you issued a refund and your customer is reporting they have not seen it after ten business days, ask them to look for the original charge on their bank statement. If they do not see the charge on their statement, it was reversed and the refund is complete.
If they still do not see a credit and still see the original charge after ten business days, they should reach out to their bank for more information.
Even if the account has been closed, the account owner will still be responsible for any refunds that are issued or any disputes that arise.

Due to this, it is normally suggested to leave the account dormant rather than closing it altogether, as this makes it easier to be responsive if these situations occur.
ACH refunds operate differently than credit card refunds:

  • ACH refunds must be initiated within 90 days after the original payment.
  • Refunds for ACH payments take longer to process: between 4-5 business days.
  • These refunds will be processed as credits with either a “PPD” or “CCD” label on the statement.
  • A refund can only be processed after the payment process has completed. For example, if a refund is initiated immediately after a payment is made, there will be a 4-5 business day delay for the charge to process first, then another 4-5 business days for the refund transfer process.

Smart ExpressPay is unable to issue refunds on behalf of businesses using Smart ExpressPay to accept payments. To initiate an exchange or refund, customers will need to reach out to the business directly.
If you are unable to get in touch with the business or they are unresponsive, the next course of action would be to reach out to your bank for options. They may have recommendations for how to proceed, such as opening a dispute.
Smart ExpressPay’s account holders Services Agreement affirms that they take full and sole responsibility for the nature and quality of the products or services they provide, and for delivery, support, refunds, returns, and for any other ancillary services they provide to their Customers. Smart ExpressPay is not responsible for or liable to you for authorized and completed Charges that are later the subject of a Dispute, Refund, or Reversal, are submitted without authorization or in error, or violate any Laws. Smart ExpressPay’s account holders also agree to maintain and make available to your Customers a fair and neutral return, refund, cancellation, or adjustment policy, and clearly explain the process by which Customers can receive a Refund.
Smart ExpressPay’s account holders agree to defend Smart ExpressPay, our affiliates, and their respective employees, agents, and service providers (each a “Smart ExpressPay Entity”) against any claim, suit, demand, loss, liability, damage, action, or proceeding (each, a “Claim”) brought by a third party against a Smart ExpressPay Entity, and you agree to fully reimburse the Smart ExpressPay Entities for any Claims that results from: (i) your breach of any provision of this Agreement; (ii) any Fees, Fines, Disputes, Refunds, Reversals, Returns, or any other liability we incur that results from your use of the Services; (iii) your negligent or willful misconduct, or the negligent or willful misconduct of your employees, contractors, or agents; or (iv) contractual or other relationships between you and Customers.


Questions or concerns

If you have any questions or concerns regarding our Refund Policy, please contact us at

Last updated: February 1, 2020