# EFT and Peach Refund Process
Welcome to our customer support knowledge base! In this article, we will guide you through the EFT and Peach refund process to ensure a smooth experience for both you and our team.
## Determine if the Refund Can Go Back to the Card
A Peach refund is processed back to the customer’s original payment method. For example, if the payment was made using a card, the refund will be credited back to that same card. This ensures that the transaction is seamless and maintains the integrity of the payment process.
If it is confirmed that the refund can be processed back to the card, you must add the necessary information to the shared sheet for processing, known as the CC Peach Refund Request. This step is crucial for tracking and managing refunds efficiently.
Please note that Capitec Pay transactions cannot be refunded via Peach; these must be processed through Electronic Funds Transfer (EFT).
## Identify Where the EFT Must Be Submitted
Refund requests vary based on the nature of the transaction. For travel-related refunds, you will need to submit your request to the Travel team. Conversely, event-related refunds should be directed to the Customer Care Services (CCS) team. Ensuring that your request is sent to the correct department will expedite the process.
## Check Approval Requirements
Before submitting a refund request, verify if Client Services has approved the refund. If approval has been granted, please include a screenshot of this approval with your submission to streamline processing.
## Verify Customer and Payment Details
It is essential to double-check that the reference number, refund amount, and banking details correspond to the customer listed on the booking. If the payer is not the listed customer, you will need to include an affidavit from the individual who made the payment, along with their bank statement to validate the transaction.
## Provide a Clear Refund Reason
When submitting your refund request, be clear about the reason for the refund. For instance, if the refund is due to event cancellations, postponements, or changes in venue/time/date, please instruct finance to deduct the promoter accordingly. If the refund is a result of agent error, it should be marked as a CTK loss.
## Processing Time
Both EFTs and Peach refunds typically take 3–5 business days to process, depending on the bank involved. Please allow this timeframe for your refund to be completed.
## Delayed or Urgent EFTs
If an EFT was not submitted on time or is delayed, you can submit a pink form to finance for immediate payout. This step is vital for urgent cases where timely refunds are necessary.
By following these guidelines, you can help ensure a smooth and efficient refund process. If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team!