Customarily, you will be refunding customers directly from Brandibble, since you're using one of our integrated credit card processors. When customers use LevelUp as a payment option on your Brandibble site, you will also be refunding them from Brandibble, and we will be communicating that information back to LevelUp.

However, if your customers are placing orders directly from your LevelUp App via LevelUp's "native ordering" solution, then refunds will need to be processed through LevelUp directly and NOT through Brandibble. Once you've processed the refund in LevelUp, you can also refund the order in Brandibble to keep things in sync for accounting purposes, but the customer will not receive the actual refund unless you go directly through LevelUp.

If you have any questions about how this works, do not hesitate to reach out via the chat widget in the lower right of the page, and we'll give you a hand!

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