Wix Payment Refunds

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1

I just encountered an issue with wix payment refunds that I think is important to get some eyes on.

I have a customer who was having some issues with their wix stores/shipping. As a test, I made a purchase for $28.00 and everything worked with no issues.

I then went to cancel the order and refund the money back to me that I used as a test. Because of the fees that were taken out and the new wix payment refund policy (see below). I was unable to refund myself the $28. I could only refund $26.89 since my clients account had no money in it prior.

I’m thankful that this happened during my testing, however I see this as being a disaster for clients who don’t have steady sales and may need to refund some purchases.

  1. because they won’t be able to make any refunds

  2. customers will be realllllllllly annoyed that they won’t get their money back.

How is wix handling these situations. Is there a plan to change or update this somehow? Now that i’m experience this, I’m extremely nervous to set up a wix store and add aggravation to my clients, because I know when it doesn’t work they’ll be coming back to me.

Please help! @brett

From Nov 16, 2020, Wix Payments no longer provides free processing for refunded payments (a grace period for existing Wix Payments users will continue until Dec 1, 2020). Standard Wix Payments processing fees apply. For example, in the U.S., if you issue a $100 refund to your customer, the original processing fee of $2.90 + $0.30 for that customer’s purchase will not be paid back to your Wix Payments account. No additional refund fees will be charged.

2

Hey Friend - I’m here. I’m going to get some eyes on this for you.

3

Thank you!

4

Hello,

I have reached out to the Wix Payments team and currently there are no plans to change the current flow of refunds. After the fee’s the owner will need to add the $2 in fee’s remaining.

We’re sorry for the inconvenience. We are trying to be as considerate as possible to our customer’s needs and requests.

Your feedback is greatly appreciated as we are always working to update and improve our products.

5

Thanks for the response. This is very unfortunate and inconvenient. How does an owner add funds to a wix payments account to cover these fees?

6

@kristasdesignstudio Hi Krista,

Upon refunding the customer it will prompt you to add funds to complete the refund if the fee is more than the total balance in the account. If you have pending funds in the account the fee will just come from the pending or available balance.