Refunds, Cancellations and Chargebacks
Refund and cancellation decisions belong to the merchant, because the merchant sold you the goods. QrX processes the payment. QrX can help you check the payment side of a refund once the merchant has started it.
Who Does What
The merchant decides about refunds, cancellations, returns, exchanges and warranty.
The payment provider (Stripe, Mollie or MultiSafePay) sends the money back to your payment method once a refund is started.
QrX can tell you whether a refund was registered for your order and help find the payment reference.
Asking for a Refund
Contact the merchant first. Explain why you want a refund, for example a return, a cancellation, a missing item or damaged goods.
If the merchant offers an online returns page, you can start a return request there. See "Returns: Requesting a Return via QrX".
After the merchant approves and starts the refund, the money goes back to the payment method you used.
How to Check a Refund
Open your QrX payment link or scan the QR code again. When the payment was refunded, the confirmation page shows "Refunded" instead of "Payment complete".
Or ask QrX support. Give your order number and the email address or phone number you used for the order.
Refund Timing
Refund timing depends on the payment method, the payment provider, your bank and the merchant. A processed refund can still take several working days to appear on your bank statement or card.
Cancellations
Cancellation rules are set by the merchant and consumer law. QrX cannot cancel a merchant's sale by itself. If you do not want the order, contact the merchant before the delivery. Do not pay at the door for an order you want to cancel until you have agreed with the merchant what happens next.
A Payment on a Cancelled Order
When a merchant cancels an order that was not paid yet, its QrX payment page no longer works. If a card or wallet payment through Stripe still comes in for that order, for example from a checkout page the customer had left open, QrX refunds it in full automatically. The order stays Cancelled and is never shown as paid.
For the customer: the full amount goes back to the same payment method. The bank usually shows it within 5 to 10 business days. Nothing else is needed.
For the merchant: no action is needed and the order does not have to be refunded by hand. Do not hand over the parcel for a cancelled order.
Other payment methods: a payment through another payment provider, or cash at the door, is still recorded as paid on the order. The merchant then refunds it from Transactions.
Chargebacks
A chargeback is a dispute you open with your bank or card issuer. It follows the rules of your bank, the card scheme and the payment provider. Try to solve the issue with the merchant first, because a chargeback can take a long time. If a chargeback is open, your conversation with QrX support is always handled by a person.
What QrX Cannot Promise
QrX cannot promise that a merchant will approve a refund, accept a return, cancel an order or solve a dispute about the goods in a specific way. QrX can help with the payment information available in QrX.
When to Contact Our Support Team
Contact QrX support if the merchant says a refund was made but your confirmation page does not show "Refunded" after a few days, if you were charged twice, or if you need help finding your payment reference for the merchant or your bank.