How to Start a Return, Refund or Exchange
Returns, Refunds, and Exchanges are handled by the Merchant where you originally purchased your items. Contact the merchant where you placed your order. As soon as the merchant processes and notifies us of the return, our customers are automatically refunded that amount and QuadPay cancels any applicable future payments. If you have a question about the refund amount, reach out to the merchant for details!
The status of your QuadPay account can be found in our Customer Portal
Total Refunds
In the case of a total refund, as soon as we are notified of the return, you are refunded the amount you've paid to-date and QuadPay cancels all future payments.
Remember, if you have only made one installment payment, we can only refund what you have paid, not the entire amount of the original purchase.
Example:
Jane makes a $200 purchase and has already paid her first $50 installment at the time of purchase. The merchant ships her item, but it is the wrong size. She returns the item to the merchant and is expecting a full refund.
After the merchant approves the return of the item, she receives a refund of $50. She does not receive $200 because she has only made one $50 installment payment. The remainder of her installment payments have been canceled.
Partial Refunds
If the refund is partial (for example, you’ve only returned part of an order) we will start by reducing your last installment by that amount, then if it is more than that, we will deduct it from your last and second last installment - and so on.
Example:
You make a $100 purchase. Your four payments are $25 each. With your first payment due at the time you place your order.
- $25 - Paid at time of purchase.
- $25
- $25
- $25
The merchant refunds $50 on your purchase. The value is applied to the last of your installments, and then to the next-to-last installment, and so on, until the entire refund amount has been applied.
- $25 - Paid at time of purchase.
- $25
- $25 - Covered with the refund.
- $25 - Covered with the refund.
Your second installment remains and is still due on the due date.
If your refund is larger than the total of your unpaid future installments, we will also refund your original payment method directly.
You can always see how refunds were applied to your account, what payments are still due, and make your payments early in our customer portal: https://customer.quadpay.com/login
QuadPay will not withhold any fees from the refund unless a late fee is on the account.