Refunds: what Hubtel can and cannot do

01What Hubtel can refund

Hubtel can send a payment back to the same MoMo number or card when it is:

• the whole payment, not part of it;
• at least GH₵1;
• within 45 days of the payment.

Anything else, such as cash, a bank transfer, an older payment or part of an order, you pay back yourself and record as a manual payout.

02Refund an order

1. Open Money › Refunds and choose Refund an order. (A payment's menu on Money › Payments has Refund too.)
2. Pick the order. The page says whether Hubtel can refund it.
3. Choose Through Hubtel for the full amount, or Manual payout with the amount you paid out yourself, which can be part of it. Add a Reason.
4. Choose Send to Hubtel or Record payout.

03Follow it

A refund shows as Recorded, Pending at Hubtel, Confirmed, Failed or Voided. If one fails, its menu has Retry at Hubtel and Record manual payout.

04Returns

When a customer sends something back, follow it on Sales › Returns: Approve or Reject, then On its way back, Received, Start inspecting and Inspection done, then the refund or Send the exchange, and Complete. Nothing is refunded until it is received and inspected.

Approving a refund asks how the money goes back, by the same rules: Through Hubtel for the whole payment, or Manual payout for any amount you pay yourself, such as part of an order or after a restocking fee. The refund step then says Refund through Hubtel or Record payout.