Optimize your refunds with our tool

As we provide an excellent shipping experience, we also offer an efficient and optimal process to return the money, in case your customer has requested it for some product or service. The refund service is additional to the collection one, so it does not represent the annulment of the latter nor its cost.

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Requirements

Being registered and with an active account in our platform byFlow.

Have funds that cover the amount to be refunded. If you do not have funds, you must check the instructions below.

How do I make a refund?

Follow these simple steps to make a refund.

1°

Log in the portal

Enter the Refund section. Click on ‘New’ in refund requests.

2°

Refund information

Select the payment to refund, the corresponding amount and your customer’s information.

3°

Save your refund

Confirm the information of the refund and click on “save”.

Refunds User Manual

We invite you to download the user manual on our platform, to see the step-by-step process to request a refund.

Download

Considerations to make a refund

Timeframes

Your customer will have a timeframe of 10 consecutive days to accept the refund, beginning from the notification. Otherwise, the money deducted will be returned in the following settlement.

Discount for refunds

The amount of each refund plus its respective commission will be deducted from the next settlement associated with your business. Once the refund has been accepted, the amount associated with the commission will be invoiced.

FAQs

How long does it take to refund the money?

If the refund is requested for a debit card, it will take 1 to 3 business days.
For credit cards, this term becomes 10 business days.

Can I make a reimbursement if I do not have the necessary funds in my account?

If you do not have the necessary funds to process a refund, you must make a transfer to the following account:

Bank: Santander
Current account number: 72458060
Name: Flow S.A
RUT: 76.830.014-3
Email: soporte@flow.cl
Message: Abono reembolso FLOW (including the login email of your Flow account)

Once the transfer has been made, you must send the payment receipt to soporte@flow.cl and specify in the email body the login email of the Flow account to which the deposit should be applied.

Once the transfer is confirmed via email, the funds will be credited to the Flow account, allowing you to request the refund.

Important: When submitting the refund request, it is essential to inform your customer, as they must confirm the refund authorization. If your customer does not confirm, the refund will not be processed.

Is there a charge for the refund service?

Yes, each refund will have a charge of $202 + Iva ($240), which will be deducted from the next settlement and invoiced once the refund has been accepted by your customer.