Legal
Refund & Dispute Policy
Last updated 25 October 2026
How refunds, reversals and disputes work for merchants and their customers.
1. Who handles customer refunds
The merchant sells to the customer and sets its own refund terms, in line with local consumer law. Customers should contact the merchant first.
2. How merchants send refunds
Merchants can refund in full or in part from the dashboard. Where the rail allows, the refund goes back to the original wallet or account; otherwise it is sent as a payout to an account the customer confirms.
3. Disputes
When a bank, wallet or card scheme raises a dispute, we notify the merchant and ask for evidence by a set deadline. If the dispute is upheld, the amount and any fee are debited from the merchant's balance.
4. Contact
Questions about a payment: message us on Telegram, or write to compliance@b2pay.co for formal complaints.