Payer Initiated Refund Requests

Payer Initiated Refund Requests

May 23, 2023
Deepak Jain

Your payers can now request a refund with a simple click! Here’s how it works:

Step 1(a): Payers need to click the hyperlink in the emailed receipt which will lead them to their Omella profile page where they click “request refund” against the respective payment as displayed in the image below.

Step 1(b):Payers has the option to choose either full refund or partial refund.

💡 Quick tip: if your payer can’t find their receipt, they can go to to create a login to their account and request the refund.

Step 2: You (the organizer) will receive an email with the refund request details. Click the “View refund request” button to approve or reject the refund. Your payer will also receive an email confirming their request was submitted.

Step 3: You can approve or reject the request. If you need more details before making a decision, simply click on the contact payer hyperlink (’Contact Deepak’ in the above example) to easily send out an email to the payer with further questions/clarifications.

If approved, the refund is processed and the funds will appear in the customers account in 5-10 days. We also send an email notification to the payer confirming the refund status.

If rejected, you can enter a comment explaining why you rejected it. We’ll notify the requestor and send them an email including the reason why the refund wasn’t approved.

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