The True Cost of a Late Refund

Refund Fatigue Is Real and It’s Costing You Customers

Customers expect refunds to be fast, simple, and reliable. When they’re not, trust erodes, and so does loyalty.

According to recent research from PYMNTS Intelligence:

• 63% of consumers say a poor refund experience makes them less likely to return
• 53% say delays only add to their frustration after a bad delivery
• 39% of Gen Z customers will abandon brands with slow or unclear refund policies
• 25% are more likely to leave a bad review if a refund takes too long

Customers do not see refund speed as a bonus. They see it as the bare minimum.

Why Brands Lose When Refunds Lag

Most refund issues don’t come from a customer changing their mind. They happen when something already went wrong — the item arrived late, damaged, or never came at all. A slow refund process just doubles the pain.

Consumers are quick to share these experiences online. One delay can lead to a viral post, a stream of negative reviews, or hundreds of lost sales. In this economy, customers have little patience for excuses. They want fast action.

The Payment Problem

The real bottleneck often lies in outdated payment systems. If your payment processor takes days to approve and send refunds, it leaves customers waiting. Even if your support team is helpful, the experience still feels broken.

A modern payment solution changes that. It keeps things moving quickly and communicates clearly along the way.

What You Can Do

To keep customers happy and returning, merchants should:

• Invest in payment tools that automate the refund process
• Offer real-time tracking or notifications
• Give support teams visibility into refund status
• Set and meet clear refund timelines

Refunds are not just a backend process. They are a key part of your brand experience.

Payment Solutions with Kubera Payments

At Kubera Payments, we help businesses across North America move millions of dollars daily, whether in-store, online, or on mobile. Our team of payment experts is here to guide you through the complexities of payment processing, ensuring your transactions are secure, reliable, and PCI-compliant. We have strong relationships with a wide network of acquirers and can help you find the right front-end and technology solutions to work together.

Get expert advice on optimizing your payments.

Contact our team at sales@kuberapayments.com or 604-484-9278

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