How refunds and payment processing fees are handled across each payment method on Collbine — and what merchants are responsible for.
Last updated 13 June 2026
At-a-glance overview of who bears the cost in each scenario. Full details for every payment method are explained below.
| Scenario | Manual PayNow | Automatic PayNow | Credit Card | Other Digital Payments |
|---|---|---|---|---|
| Merchant Rejects Before Acceptance | Merchant refunds customer directly | Merchant bears 3% fee | Full refund, no fee charged | Merchant bears fees |
| Merchant Rejects After Acceptance | Merchant refunds customer directly | Merchant bears fees | Merchant bears fees | Merchant bears fees |
| Customer Receives Full Refund | Yes | Yes | Yes | Yes |
| Non-refundable Processing Fees | N/A | Merchant bears fee | Merchant bears fee after acceptance | Merchant bears fee |
Merchants are responsible for configuring and maintaining:
Ordering Hours refer to the time periods during which customers are allowed to place and pay for orders through the platform.
Operating Hours refer to the actual opening and closing times of the business.
These settings may be different.
This allows merchants to stop accepting new orders before the business closes, giving sufficient time to prepare and fulfil existing orders.
Merchants must ensure that their Ordering Hours accurately reflect when they are able to accept and fulfil orders.
Any payment processing fees incurred due to merchant error — including incorrect Ordering Hours, incorrect Operating Hours, incorrect Operating Days, unavailable inventory, store closure, or inability to fulfil an order — shall be borne by the merchant.
Only fees resulting directly from a platform error caused by Collbine will be refunded by Collbine.
Customers pay merchants directly via PayNow and upload a payment screenshot for verification.
If an order is rejected, the merchant is fully responsible for refunding the customer directly.
The payment was made directly to the merchant. The merchant is therefore responsible for issuing the refund.
The merchant is responsible for ensuring that Ordering Hours, Operating Hours, Operating Days and inventory availability are configured correctly. Since the order was accepted by the platform based on the merchant's settings, any non-refundable processing fees resulting from merchant rejection shall be borne by the merchant.
Payments are authorized first and only captured after merchant acceptance.
No payment has been captured from the customer. Therefore, no refund processing fee is incurred.
Unlike a rejection before acceptance, the payment has already been captured — so the customer is refunded in full, but the platform and payment processing fees are not returned. The merchant is responsible for these fees on the cancelled order.
Once an order has been accepted, the merchant has committed to fulfilling the order. Any cancellation after acceptance that is caused by the merchant shall result in the merchant bearing the associated payment processing costs.
Including but not limited to:
These methods are processed automatically and charge a 6% platform fee. If an order is cancelled or rejected due to merchant-related reasons, any non-refundable payment processing fees shall be borne by the merchant.
The merchant is responsible for maintaining accurate Ordering Hours, Operating Hours, Operating Days and inventory availability.
Merchants who repeatedly:
may be subject to:
Merchants are encouraged to keep their store settings accurate to avoid unnecessary refunds, customer dissatisfaction and payment processing costs.
The following timelines are estimates and may vary depending on the customer's bank or payment provider.
| Payment Method | Estimated Refund Processing Time |
|---|---|
| GrabPay | Typically within 5 minutes |
| PayNow | Within 1 business day |
| Credit Card | 5 to 10 business days |
| Apple Pay | 5 to 10 business days (depending on the linked card issuer) |
| Google Pay | 5 to 10 business days (depending on the linked card issuer) |
We're happy to walk you through how refunds and fees work for your store.