Refund Policy Setup Guide: TapPay Refunds and Custom Policies

TL;DR — Yueo supports full and partial refunds through TapPay with a built-in approval workflow. You can customize your refund policy text so customers see the rules before they pay, reducing disputes and protecting your cash flow.

Once you enable online payments, the most common question is: “What happens when a customer wants a refund?” Handling refunds is not just about pressing a button — you need a clear policy, a reliable process, and transparency so customers know the rules before they book.

Yueo’s refund management ties all of this together, from policy setup to the actual refund operation, right inside your dashboard.

How does the refund process work?

Yueo’s online payments run through TapPay, and refunds follow the same channel. Here is the basic flow:

Step 1: Receive a refund request

When a customer cancels a booking or requests a refund, you will see the relevant information on the booking management page.

Step 2: Open the refund review

On the booking detail page, select the “Refund” option. You can choose between a full refund or a partial refund.

Step 3: Submit the refund

After confirming the amount, submit the refund request. The system processes the refund through TapPay, and the money is returned to the customer’s original payment method.

Step 4: Refund complete

Once processed, the transaction status updates accordingly. The actual time for the refund to appear in the customer’s account depends on their bank, typically 5 to 14 business days.

What is the difference between full and partial refunds?

Full refund Returns the entire amount the customer paid. This is appropriate when the business is at fault — for example, an unexpected closure or staff absence.

Partial refund Returns only a portion of the payment. Common scenarios include:

• Customer cancels with short notice, and you deduct a fee per your policy
• Only part of the service was delivered, so you refund the undelivered portion
• Customer arrived late, shortening the service time, and you refund the difference

Which option to use depends on your refund policy, which is why setting clear policy text upfront matters so much.

How to customize your refund policy text?

Yueo lets you write custom refund policy text that customers see during the payment step of the booking process, ensuring full transparency:

Step 1: Go to payment settings

Log in to your Yueo dashboard and navigate to the payment settings section under shop settings.

Step 2: Edit the refund policy

Enter your refund rules in the policy text field. A strong refund policy should cover:

• Conditions for a full refund
• Conditions for a partial refund
• Cancellation deadlines (e.g., “full refund if cancelled 24 hours before the appointment”)
• Expected processing time for refunds

Step 3: Save and preview

After saving, visit your booking page to confirm that the policy text is visible to customers.

Here is an example refund policy:

Cancelled 48+ hours before service: Full refund Cancelled 24–48 hours before service: 50% refund Cancelled less than 24 hours before service: No refund Refunds are processed within 5–14 business days to the original payment method

Why does the refund approval workflow matter?

Yueo’s refund process includes an approval step. This is not about adding bureaucracy — it is about protecting your business:

Preventing accidental refunds If anyone could issue a refund with a single click, the risk of mistakes would be high. The approval step ensures every refund is a deliberate decision.

Maintaining records Every refund is logged with the reason, amount, and processing time. These records are invaluable if a dispute arises.

Protecting cash flow Refunds directly impact your revenue. The approval workflow gives you time to evaluate each case before money leaves your account.

If you have not yet enabled online payments, start with the Online Payment Booking Guide to learn about TapPay setup, fees, and the application process.

What are best practices for refund policies?

Keep it simple Write in plain language that customers can easily understand. Avoid legal jargon. Bullet points work well.

Set reasonable deadlines Too strict and you will scare customers away. Too lenient and you will hurt operations. Most service businesses use a “full refund if cancelled 24–48 hours in advance” standard.

Cover different scenarios Beyond customer-initiated cancellations, think about shop-side cancellations and force majeure situations like natural disasters.

Review periodically Adjust your policy based on real refund cases. If a scenario keeps coming up that your policy does not address, it is time for an update.

Use Yueo’s booking analytics to track cancellation rates and refund frequency, helping you identify areas where your policy might need refinement.

Which plans support refund features?

Refunds are part of the online payment module. Keep these points in mind:

• The Basic plan does not include payment features, so refunds are not available
• Starter and above can apply to activate TapPay payments, which includes refund capability
• Transaction fees are 2.8% per transaction; refund handling of fees follows TapPay’s terms

Frequently asked questions

Are transaction fees refunded when I issue a refund? Fee handling follows TapPay’s policies. It is a good idea to factor transaction fee costs into your refund policy.

How long until the customer receives their refund? After processing, it typically takes 5 to 14 business days for the refund to reach the customer’s account, depending on their bank.

Can I refuse a refund? Yes, based on the policy you have set. If a customer requests a refund under conditions that do not qualify, you can decline and point to your published policy.

Want a transparent, organized refund process? Start your free 14-day Yueo trial and manage payments and refunds from one dashboard.