Effective Date: 20 May 2025
1. Background
MADA (Saudi Payments Network) imposes a system-level restriction wherein refunds must be processed within 30 days from the original transaction date. This rule is enforced by MADA, and Brands For Less has no control over modifying or overriding this policy.
2. Standard MADA Refund Window
Refunds within 30 days of the transaction:
✅ Processed via standard payment gateway (automatically to original card).
3. Post-30-Day Refunds:
Currently, any refund which is failed for MADA owing to this restriction, will be automatically reattempted by the payment gateway provider of BFL. That is, if a MADA payment is failed, we will be initiating the refund manually immediately.
Thus all MADA refund will be re-attempted, thus avoiding any payment failures.
However, inform clearly that the refund will be received within 14 days from the refund date (Check the refund date in "Sales Return Details" in Panel. The refund will be reflecting in the customer's bank/statements in 14 days, depending on the bank's processing time
clearly inform the customer to reach out to us after 14 days from the Refund date, if the refund is not reflecting
4. If the Refund is not showing and Customer reaches out :
Create a Kapture ticket to OMT asking for the refund status of the order. Ask for the ARN too, however if the refund is not reflecting after 14 days of refund date, escalate it to Manager & Supervisor (Leah, Sachin, Josy)
4. Communication Protocol
Clearly inform customers this is a restriction from MADA, not a Brands For Less policy.
Always offer the OCN first, as it's faster and easier.
If declined, politely request bank details for manual refund.
Document the customer’s preference and confirmation in Zendesk or internal CRM.
5. Important Notes
📧 Email Template: MADA Refund After 30 Days
Subject: Your Refund Status Update
Dear [Customer Name],
Thank you for reaching out to us.
We’d like to inform you that your refund has been successfully processed from our end. Kindly note that it may take up to 14 days from the date of refund processing for the amount to reflect in your bank account or card statement. This timeline depends on the processing time followed by the respective bank.
If the refund is still not visible after 14 days, please don’t hesitate to contact us — we’ll be more than happy to assist you further.
Thank you for your patience and understanding.
Warm regards,
[Your Name]
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Thank you for checking with us 😊
Your refund has been processed from our side. It usually takes up to 14 days to reflect in your bank or card statement, depending on your bank’s processing time.
If it still hasn’t appeared after 14 days, feel free to reach out and we’ll be glad to help! 💙
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الموضوع: تحديث حول حالة الاسترداد الخاصة بك
عزيزي/عزيزتي [اسم العميل]،
شكرًا لتواصلك معنا.
نود إبلاغك بأنه قد تم تنفيذ طلب الاسترداد الخاص بك بنجاح من طرفنا. نرجو ملاحظة أن المبلغ قد يستغرق حتى 14 يومًا من تاريخ المعالجة للظهور في حسابك البنكي أو في كشف البطاقة، وذلك حسب الإجراءات المتبعة من قبل البنك المصدر.
إذا لم يظهر المبلغ بعد مرور 14 يومًا، لا تتردد في التواصل معنا مجددًا وسنكون سعداء بمساعدتك.
نشكرك على تفهمك وصبرك.
مع أطيب التحيات،
[اسمك]
فريق خدمة العملاء
براندز فور لس
ابتسم، لقد دفعت أقل!
شكرًا لتواصلك معنا 😊
تم تنفيذ الاسترداد الخاص بك من طرفنا، وعادةً ما يستغرق حتى 14 يومًا للظهور في حسابك البنكي أو في كشف بطاقتك، حسب وقت المعالجة من قبل البنك.
إذا لم يظهر المبلغ بعد مرور 14 يومًا، لا تتردد في التواصل معنا مرة أخرى وسنكون سعداء بمساعدتك 💙