Refund & Cancellation Policy
RetroPay is a payment verification service, not a payment custodian: funds move directly from the payer's bKash, Nagad, or Rocket account to the merchant's MFS account. Because of this, refunds are handled differently than with a traditional payment processor.
1. Refunds are between payer and merchant
RetroPay never holds customer funds, so we are not able to issue refunds directly. If you are a customer who paid a merchant using RetroPay-powered checkout and need a refund, please contact that merchant directly using the contact details on their store or order confirmation.
2. Merchant-initiated refunds
If you are a merchant, any refund to a customer must be sent manually via the same MFS channel (bKash, Nagad, or Rocket) the customer used to pay. RetroPay does not currently automate outbound refunds. We recommend recording the original TrxID shown in your RetroPay dashboard when processing a refund so it can be matched to the original order.
3. Failed or mismatched verifications
If a payment SMS is relayed but cannot be automatically matched to a checkout session (for example, due to an incorrect amount or an expired session), no order is confirmed and no funds are considered "captured" by RetroPay. The merchant should verify the transaction manually and resolve it directly with the customer.
4. Cancelling a checkout session
Checkout sessions that are not completed expire automatically and do not result in any charge. A customer can close an in-progress checkout at any time before payment confirmation without being charged.
5. Subscription or platform fees
If RetroPay charges your merchant account a subscription or usage fee, refund eligibility for that fee will be described in your billing agreement or dashboard at the time of purchase.
6. Disputes
If you believe a payment was verified in error, contact us at support@retropay.app with the checkout token and TrxID so we can investigate the verification record.