I paid a shop and want a refund
Contact the shop first. It is responsible for your order and for any refund, under its own terms and your legal rights.
TapEP cannot refund payments. The money goes straight to the shop’s Stripe account, not to TapEP.
Refunds go back to the card you paid with. How long they take to appear depends on your bank.
If you cannot sort it out with the shop, contact your card issuer or bank.
I don’t recognise a payment
Check the shop name on your card statement and any receipt the shop sent you. If you still don’t recognise it, contact your card issuer or bank using the phone number on your card.
If you think a payment link is a scam, do not pay it. Email support@tapep.co.uk with the link and the shop’s name.
For shops: how to refund
- Sign in to your Stripe Dashboard.
- Open the payment.
- Choose Refund and enter the amount to return.
You cannot refund from the TapEP app.
For shops: TapEP’s fee on refunds
- Full refund: TapEP gives back its whole fee.
- Partial refund: TapEP gives back the matching share, rounded down to the penny, based on the total refunded so far.
For example, TapEP’s fee on a £10 payment is 10p. If you refund £5, TapEP gives back 5p. If you later refund the other £5, TapEP gives back the other 5p.
Stripe’s own fees follow Stripe’s rules and may not be returned.
Disputes and chargebacks
If a customer disputes a payment with their bank, Stripe handles the dispute between your shop and the bank. Respond in your Stripe Dashboard before the deadline shown there.
Stripe’s dispute fees follow its own rules. TapEP keeps its fee on disputed payments.
Cancelling a payment link
An unpaid link expires on its own. Your customer can start paying for about 30 minutes, and the link stops working completely 60 minutes after you created it. If you sent the wrong amount, tell your customer not to pay it, and create a new link. If they have already paid it, refund them from your Stripe Dashboard.
Cancelling TapEP
There is no subscription to cancel. You can stop using TapEP at any time.
To delete your account, open Account in the app and select Delete account. Support has the full steps.