Cancel Request
📌 What is the Cancel/Refund Requests Module?
In HelloMe, the Cancel/Refund Requests module is where admins review, approve, or decline requests to:
- Cancel a payment that hasn’t yet been completed.
- Refund a payment that has already been processed.
This helps HelloMe:
- Fix errors (e.g., wrong amount, wrong account).
- Resolve disputes.
- Comply with customer refund policies.
✅ Why is it Needed?
Sometimes, a customer or remitter may realise:
- They sent money to the wrong receiver.
- The payment was duplicated.
- The service was not delivered.
- A compliance or KYC issue blocks the payout.
Instead of letting the transaction fail or cause more issues, a cancel or refund request ensures the funds can be safely stopped or returned.
📋 Cancel/Refund Requests Table — Column Details
| Field | Description |
|---|---|
| Date | The date and time when the cancel/refund request was made. |
| Transaction ID | The unique ID of the original transaction that needs to be cancelled or refunded. |
| Amount | The amount involved in the request (includes the currency). |
| Sender | The person or entity who sent the original payment. |
| Receiver | The intended receiver of the original payment. |
| Status | Shows the current status of the request — e.g., Pending, Approved, Cancelled, Refunded, or Declined. |
| Reason | The reason given for the cancellation or refund request. |
| Request Type | Whether the request is to Cancel or Refund. |
| Provider | The payment provider or channel used for the original transaction (e.g., Tribe Wallet, Sumsub, etc.). |
✅ Example
| Field | Example Value |
|---|---|
| Date | 2024-12-17 03:20 PM |
| Transaction ID | 3ef06595-69e8-382f-866d-7fd23798166d |
| Amount | 276 GBP |
| Sender | Josh |
| Receiver | Kade |
| Status | Cancelled |
| Reason | N/A |
| Request Type | Online |
| Provider | Sumsub |
In this example:
- Josh sent 276 GBP to Kade.
- A cancel request was made and the status is Cancelled.
- The transaction was processed through Sumsub as the provider.
✅ How it Works
1️⃣ A user, remitter, or admin submits a cancel or refund request.
2️⃣ The request appears in the Manage Cancel/Refund Requests list.
3️⃣ Admins review the details, reason, and status.
4️⃣ Admins approve, decline, or process the request according to policy.
5️⃣ If approved:
- Cancel: The payment is stopped before it leaves.
- Refund: The payment is reversed and the money is returned to the sender.
📌 Key Points
- Cancel = Stop money before it leaves.
- Refund = Get money back after it has left.
- Status helps track if the request is still open or completed.
- The Provider shows which channel processed the original payment.
In summary:
The Cancel/Refund Requests module helps HelloMe keep payments safe, correct mistakes, and stay compliant with refund rules.