Eligibility
A refund normally follows an eligible return or another documented order-resolution process. The return record and order state are used to determine what can be approved.
Approval
Only a vendor role with refund approval permission can approve a refund. The approved amount is recorded in the return workflow for auditability. Approval does not represent completed payout.
Payout
The current PinX implementation does not include an automatic M-Pesa refund provider call. An approved refund therefore remains payout pending until the business completes the authorized payout process and records any later workflow introduced for that purpose.
Timing
Timing depends on review, physical return receipt where required, payment method and the payout process. Support can be used to track a specific case.
Mandatory remedies
This policy does not limit any remedy that a consumer is entitled to under applicable Kenyan law.