Refund Cover Integration Guide

Common questions

What if the basket total is over £20,000 GBP?

Do not offer Refund Cover to the purchaser. We recommend that it is not mentioned at all.

Should I include discounts?

Yes. The amount the customer paid is the key here, so report the amount the customer paid once the discount was applied. A £100 purchase with 10% off should be reported as £90.

How should I handle gift cards and store credit?

Treat gift cards and store credit like any other payment and report the full purchase total. A customer paying for a £50 purchase with a £25 gift card and £25 on a credit card should be reported as a £50 purchase.

How should I handle “buy now, pay later” schemes?

If you as the vendor receive the full payment immediately (eg. Clearpay, Klarna), treat this like any other payment method.

How should I handle deposits, instalment and payment plans?

You should always report the full booking amount to Refund Cover when the first payment is made.

If you want to reduce the upfront cost of Refund Cover for your customers, you can choose to spread the cost across multiple payments, however a single sale should be reported to us for the full booking amount when the first payment or deposit is made.

How should I handle donations?

Donations are not refunded by Refund Cover. Do not report donations, nor any fees or taxes related to the donation.

How should I handle merchandise?

You should also include any ancillary products that the purchaser would not be able to use or collect if they did not attend, for example merchandise like a concert t-shirt, or a camping pitch at a festival.

How should I handle free products?

We recommend that you report free products as this can avoid confusion when a refund request is made; for example a purchaser may think a product is missing, or have forgotten that it was free. A product_value of 0.00 is valid.

Which purchases should I offer Refund Cover for?

We recommend that all purchases which meet the criteria are reported to Refund Cover.

Can Refund Cover be purchased at a later date?

No. Refund Cover is an extension to the terms and conditions of sale, so cannot be offered separately.

Can I add to a purchase at a later date?

Refund Cover can be offered each time a purchase is made, even if they are considered part of the same booking or order within your system. However each purchase must be reported to Refund Cover separately, with a different purchase_reference and separate refund requests will need to be made by the purchaser.

Can Refund Cover be cancelled?

Yes, there is a 14 day cooling-off period where Refund Cover can be cancelled and you will not be billed for the sale. See the API documentation.

You as the vendor will need to handle returning funds to the purchaser. It is of course your choice if you wish to offer refunds beyond 14 days, however the sale of Refund Cover cannot be cancelled.