Order Cancellation and Refund Policy
Cancelling Orders on Behalf of Customers
As a merchant, you can cancel customer orders through the Merchant Mobile App:
- Open the Orders module.
- Select the Action option for the specific order.
- Change the Status to Canceled.
Refund Process for Customer-Canceled Orders
- All customer-initiated cancellations are reviewed during the daily transaction review at 10:00 PM.
- Refunds will reflect in the customer’s account once processing is complete.
- Processing time may take up to 14 business days, depending on the customer’s bank or financial institution policies.
Important Reminder:
If an order is mistakenly canceled, chat with us immediately via CMS or send an email at support@rush.ph so we can cancel the refund queue before the 10:00 PM processing time.
Manual Refund Process for Cancelled Orders Paid via UnionBank or QRPh
At this time, RUSH does not support automatic refunds for cancelled orders paid through UnionBank or QR Ph payment channels.
In the event that a customer cancels an order and payment was made through either of these methods, the refund will not be processed automatically. Our team will assist you in initiating the manual refund process.
To ensure timely assistance, please send an email to support@rush.ph with the following details:
- Order Number or Transaction Number
- Date and Time of Transaction
- Name of Customer
- Branch
- Payment Channel Used (UnionBank or QRPh)
- Reason for Refund Request
Note:
RUSH only supports full refunds, not partial refunds. If a transaction only needs a partial refund. As a Merchant, you may refund it directly to them and the payment will be released through your payout.