# EFT & Peach Refund Process
At our company, we strive to make the refund process as smooth and efficient as possible for our customers. Below is a comprehensive guide to help you navigate through the EFT and Peach refund process.
### Determine if the Refund Can Go Back to the Card
A Peach refund is typically processed back to the customer’s original payment method. For instance, if a customer paid using a card, the refund will be credited back to that same card. This ensures that customers receive their funds in a familiar and secure manner.
If it is confirmed that the refund can be processed back to the card, it's essential to add the necessary information to the shared sheet titled "CC Peach Refund Request" for processing. This step is crucial for maintaining accurate records and ensuring timely refunds.
### Capitec Pay Transactions
Please note that refunds for Capitec Pay transactions cannot be processed through Peach. Instead, these refunds must be handled via Electronic Funds Transfer (EFT). This distinction is important to avoid any delays in processing.
### Identify Where the EFT Must Be Submitted
Refund requests related to travel (such as bus-related refunds) should be directed to the Travel team. Conversely, event-related refunds are to be submitted to the Customer Care Services (CCS) team. Properly routing your request ensures that it reaches the right department for swift action.
### Check Approval Requirements
Before submitting a refund request, it’s vital to verify whether Client Services has approved the refund. If approval has been granted, include a screenshot of this approval with your submission. This step helps streamline the process and provides necessary documentation for the finance team.
### Verify Customer and Payment Details
When processing a refund, ensure that the reference number, refund amount, and banking details correspond to the customer listed on the booking. If the payer differs from the listed customer, you must include an affidavit from the person who made the payment, along with their bank statement. This documentation is essential for verifying the legitimacy of the refund request.
### Provide a Clear Refund Reason
It’s important to clearly state the reason for the refund. For instance, if the refund is due to event cancellations, postponements, or changes in venue/time/date, instruct finance to deduct the promoter accordingly. If the refund arises from an agent error, it should be marked as a CTK loss.
### Processing Time
Both EFTs and Peach refunds generally take 3–5 business days to process, depending on the bank involved. We appreciate your patience during this time as we work to ensure your refund is handled promptly.
### Delayed or Urgent EFTs
In cases where an EFT was not submitted on time or is delayed, please submit a pink form to finance for immediate payout. This will help expedite the process and ensure that you receive your funds as soon as possible.
By following these guidelines, you can help facilitate 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. We’re here to help!