Introduction

There are a few main refund scenarios that a consumer can initiate, either by contacting the operator directly or by using the 365Pay app. The outline below details these various scenarios and what the consumer, the branch, and 365 will need to do to complete the refund or close the account.

See the V5 - Refunds and Account Closures and Legacy - Refunds and Account Closures articles for further information. 

365Pay App Product Refunds

A consumer wants a refund for a purchase.

• The consumer has the 365Pay app – they should:
  
  
  1. Go to the Settings screen in the app (bottom, right corner),
     
     
  2. Select Help. Scroll down to Contact Us at the bottom.
     
     
  3. Enter the Support Email address in the Contact Us field to request that 365 Support provide a refund for a product.
     
     
  4. 365 Support contacts the branch admin to verify the refund.
     
     
  5. Branch admin confirms or denies the refund request.
     
     
  6. 365 Support adjusts the consumer’s balance accordingly or, the admin can adjust the balance themselves.
     
     

Balance Refunds

Funding originated on the 365Pay app for Home Locations within the United States or Canada only – consumer should:

1. Go to Settings on the Home screen of the app.
   
2. Select Account History.
   
   
3. Select the Funding tab.
   
   
4. Select a funding event that originated on the app.
   
   
5. Select Request Refund and confirm the action.
   
6. A refund will be issued to the card used to make the original funding transaction.

• Funding originated from a physical device (kiosk or tablet):
  • Funding was made with a credit or debit card:
    1. The consumer or branch contacts 365 Support.
    2. 365 Support issues a refund to the consumer’s card.

• Funding was made with cash:
  1. The consumer contacts the branch.
  2. Branch admin refunds the amount to the consumer using cash, check, or other method.
     
     

365Pay App Closing Accounts

A consumer wants to close their account.

• The consumer has access to 365Pay app – they should:

1. Go to Settings on the Home screen of the app. (Bottom right corner).
   
   
2. Select Help. Scroll down to Contact Us at the bottom.
   
   
3. Enter the Support Email address in the Contact Us field to request that 365 Support close their account.
   
   
4. 365 Support will Payout and Close the account and notify the branch admin.
   
   
5. 365 will credit the funds from the Payout and Close to the branch in their “GMA Disbursement”. The branch admin must return the funds to the consumer.