Refund FAQs.
What refund methods are available?
Currently ZippyAssist offers PayPal and Venmo (US only) for online refunds. Once approved, online refunds are paid out by ZippyAssist on behalf of the business, who later reimburse ZippyAssist.
ZippyAssist plans to offer more online options as they become available.
Customers can also choose the option of an offline refund using cash or check. However businesses are responsible for sending out offline refunds.
NOTE: ZippyAssist does not send cash or checks to customers on behalf of businesses at this time.
Are ZippyAssist Refunds different from traditional refunds?
Refunds are commonly considered as a transaction between two parties, e.g. a business returns money to a customer. However, aspects of unattended retail makes these types of refunds time consuming and inefficient.
This is where ZippyAssist Refunds steps in.
To simplify and speed-up the refund experience for both business and customers, ZippyAssist offers customers the option to receive a refund payment using an online method such as PayPal and Venmo (US only). If a business approves the request ZippyAssist issues payment* to the customer to settle the refund on behalf of the business. Businesses can quickly and easily review requests from the ZippyAssist dashboard, and approve a refund with the click of a button.
The business then periodically reimburse ZippyAssist to reconcile processed refund amounts and transaction costs.
*NOTE: ZippyAssist is a product and brand of 6L Inc. Online payments are issued by 6L Inc.
How quickly are refunds processed?
Once a customer requests a refund it must be reviewed by you and approved to progress to processing. Any refund processing does not start unless it is first approved.
Once a request is approved:
- Online refunds (PayPal or Venmo) are queued and processed within one hour – as quickly as one minute to as long as 60 minutes. Once the refund is processed the refunded amount is immediately available to the customer.
- Offline refunds (cheque/cash) are not processed or handled by ZippyAssist - all processing is done offline by the business, using their own internal processes.
Do I need to review and approve each individual refund request?
Yes. Refund requests do not progress unless first approved.
What happens when I approve an online refund request?
Approving a refund request where the refund method is PayPal or Venmo:
- Queues a payment by 6L to your customer to the value of the amount requested in the refund request
- Creates an obligation to reimburse 6L for the refunded amount plus any fees incurred by 6L in processing the payment request.
NOTE: ZippyAssist does not process offline / manual processes such as cash/check.
Can I “unapprove” or decline an approved refund request?
You cannot “unapprove” an approved refund. However if the approved refund is still queued for processing you can change the request from “Approved” to “Declined”.
In the same way, an approved refund can be declined if the refund is still queued for processing.
Who is 6L and why are they issuing refunds to our customers?
Payments must originate from a legal entity such as a person or a company. ZippyAssist is a trademark. However 6L Inc is the company that owns ZippyAssist, so refunds are issued by 6L Inc.
When customers are notified by the payment provider of payment we reference the refund request so customers are aware of the connection.
How do I see who approved a refund request?
Each refund request provides a detailed processing log, including who did what and when. This log can be viewed by inspecting the refund request on the dashboard.
