Envoy Merchant Refund Policy 

Effective April 2026 

New Refund Request Form Process 

To streamline our operations and improve clarity around refund submissions, we are introducing an updated Refund Request Form.  

This form is designed to ensure all necessary information is captured upfront, allowing for a more efficient and accurate review process. 

When submitting a refund request, it is important to provide complete and detailed information. This includes clearly outlining the reason for the request, along with any relevant supporting details.

 Additionally, all submissions must specify who will be responsible for the reimbursement. Identifying whether the Agent or Envoy will cover the refund ensures proper handling and prevents any confusion during processing.

For merchants processing on Elavon, the routing and account number will need to be provided unless a Purchase Agreement or Voided Check was submitted during onboarding. Envoy does not have access to banking information on this platform. 

Refund requests are processed once a week. Upon review, you will be notified via email once your request has been approved or denied. We encourage timely and accurate submissions to help avoid delays. 

By using the updated form and providing thorough information, we can ensure a smoother and more efficient refund process for everyone involved.