Kustom does not own the payment methods available in the Checkout. As a result, Kustom cannot access information regarding the status of customer payments or repayments.
Customer requests their invoice to be sent again
When a customer requests a copy of their invoice, refer them to the customer support for the payment method used for the purchase.
Customer has not received their refund
If a customer contacts you about a refund they have yet to receive, please follow the steps below.
Open Kustom Portal and sign in.
Navigate to Orders from the menu on the left.
Find the order by using order reference, order number, customer name, or email address.
Check the order status.
If the customer has paid and the status is refunded, expired or cancelled, a repayment should be visible for the customer within 1 to 10 business days depending on the chosen payment method and the customer's bank.
If the status is cancelled or expired and the customer has not been charged, any outstanding reservations have been released back to the customer's account.
Ask the customer to review their bank statement. If they see a charge but no refund, please refer them to the customer support for the payment method used for the purchase.
Customer requests a proof of refund
If a customer contacts you asking for a proof of refund, please refer the customer to the customer support for the payment method used for the purchase.
Customer has already paid
If your customer contacts you stating they have paid for their order but their payment has not yet been registered, please refer the customer to the customer support for the payment method used for the purchase.
Customer wants fee removed
You cannot remove additional fees imposed by the chosen payment method, such as late fees, on the customer's behalf. If a customer requests fee removal, please refer the customer to the customer support for the chosen payment method.
If you wish to cover the fee as a goodwill gesture, you may consider issuing a refund of the amount instead.