Refund & Dispute Policy
How refunds work when customers pay merchants directly, and how fees are reversed.
1. Who issues refunds
Because customers pay merchants directly, refunds are issued by the merchant from the account that received the payment.
Kaya Live records the refund and reverses the commerce fee on that sale.
2. Fee reversal
When an order is marked refunded or cancelled, the 1.50% fee recorded for that sale is reversed at the rate that applied when the sale closed.
Partial refunds reverse the fee proportionally.
3. Dispute window
Buyers and merchants have 14 days from a closed sale to raise a dispute.
Kaya Live reviews the order record, payment reference and delivery status, and may restrict a store while a dispute is open.
4. Contacting us
Raise disputes through your dashboard, or contact support with the order reference.