Pratham POS Merchant Refund Policy
- Merchants must review and approve all refund requests from customers.
- Refunds should be initiated promptly once approved.
- Merchants are responsible for communicating refund eligibility and timelines to customers clearly.
- Merchants must maintain proper documentation and records for all refund transactions.
- Pratham POS is not responsible for refund approvals or denials; this is managed by the merchant.
- Order cancellations before fulfillment.
- Incorrect, defective, or incomplete deliveries.
- Duplicate or incorrect transactions.
- Payment failures or system errors affecting orders.
- Refunds must be made to the original payment method (card, UPI, net banking, or cash).
- Cash refunds should only be given for cash transactions and with proper documentation.
- Merchants should avoid issuing cash refunds for digital payments unless absolutely necessary and agreed with the customer.
- Refund initiation by the merchant should occur within 1–2 business days of refund approval.
- Refund completion timelines (subject to banks/payment providers):
- Card and net banking refunds: 5–7 business days
- UPI and wallet refunds: 2–4 business days
- Instant refunds (where supported): Within minutes
- Merchants should provide customers with transaction references (UTR/ARN) for tracking refunds.
- Merchants must clearly communicate their refund policy to customers prior to purchase.
- Confirmation receipts or notifications should be provided for all refund transactions.
- Any delays or issues should be promptly communicated to the customer.
- Merchants are responsible for handling disputes and chargebacks by providing required documentation.
- Pratham POS may assist in dispute communications but is not liable for dispute outcomes.
- Excessive disputes may affect merchant account standing and platform access.
- Merchants must ensure refunds are only issued for valid and verified requests.
- Pratham POS reserves the right to audit refund transactions to prevent misuse.
- Any fraudulent activity may result in account suspension or legal action.
- Merchants must comply with Indian laws including the Consumer Protection Act, 2019 and RBI guidelines.
- Non-compliance may result in penalties or suspension of merchant services.
Welcome to the Pratham POS Merchant Refund Policy. This document outlines the guidelines and responsibilities related to processing customer refunds through the Pratham POS platform.
As a valued merchant using Pratham POS, it is important to understand and adhere to this policy to ensure a smooth, compliant, and transparent refund experience for your customers.
1. Purpose
Pratham POS provides the technology platform to facilitate payments and refunds, but each merchant is responsible for managing and processing refunds for their customers in accordance with this policy and applicable laws.
2. Merchant Responsibilities
3. Refund Eligibility
Refunds may be processed for:
Merchants should verify all refund requests to confirm eligibility before proceeding.
4. Refund Methods
5. Refund Processing Timelines
6. Customer Communication
7. Disputes and Chargebacks
8. Fraud Prevention
9. Legal Compliance
10. Policy Updates
Pratham POS reserves the right to update this policy at any time. Merchants will be notified of significant changes and are expected to comply with the updated policy.