Optional manager approval for refund transactions

Empower your team with controlled access and real-time oversight, minimizing risk and maximizing efficiency.

Add an approval layer to protect your business from unauthorised or high-value refunds.

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Perfect for merchants in high-risk or high-value sectors — like luxury retail, travel, or electronics — where partial refunds are common and must be tightly controlled.


Overview

The Optional manager approval for refund transactions feature introduces a configurable refund approval flow within the N-Genius Online (NGO) merchant portal. It gives your finance and management teams full oversight before any large-value refund is processed.

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This feature must first be enabled in your Merchant Settings.


Why Use It?

Without refund approval, partial refunds on premium items can be processed unchecked, opening your business to:

  • Financial losses
  • Internal fraud
  • Compliance risks

With this feature, only authorised personnel (Finance Managers) can approve large-value refunds.


How It Works

ActionDescription
Threshold SetupDefine the maximum refund amount that can be processed without approval.
Request FlowAll refund requests over the threshold are added to the Pending Refunds queue.
Approval FlowDesignated roles (Finance Manager) must approve or reject.
NotificationsEmail alerts and in-app notifications are sent for each pending request.
Audit TrailFull visibility via transaction history and exportable logs.

Configuration Steps

1. Enable the Feature

  • Contact your Relationship Manager to activate this feature.

2. Set Refund Threshold

  • Go to Settings > Payment Configuration > Refund Configuration
  • Set your threshold amount
    (e.g., Refunds above AED 5000 require approval)
The screenshot shows the refund configuration option listed below the payment configuration screen.

Refund Configuration


Refund Workflow

For Refund Requests Below the Threshold:

  • Approved automatically
  • No queue or manual steps required

For Refund Requests Above the Threshold:

The screenshot displays the deferred authority refund threshold configuarion screen.
  1. Merchant submits refund
  1. Request enters the Pending Refunds queue
The screenshot displays the list of pending refunds in the queue.

Pending Refunds Queue.

  1. Notification is sent to Finance Manager
  2. Checker approves or rejects the refund
The screenshot demonstrates where the finance manager approves or rejects a pending refund.

Finance Manager Accepts or Rejects a Pending Refund.


Business Rules

  • Only one refund request per order can be active at a time
  • Refunds pending >15 days auto-marked as No Action
  • Approved refunds are sent to the backend automatically
  • Refunds still in queue will not show under Transactions

Notifications

TriggerRecipientChannel
Refund submitted (above threshold)Finance ManagerEmail + UI
Refund approved/rejectedRequesting userEmail
Refund expired (>15 days)Requesting userEmail

Audit Logging & Reporting

Every refund action is logged:

  • Requested
  • Approved
  • Rejected
  • Expired

These status updates are:

  • Displayed in the transaction history for each related order, so merchants can track the full lifecycle of a refund in one place
  • Exportable as part of refund reporting for compliance and financial records

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The transaction’s history panel will reflect the most recent refund status (e.g., Initiated, Approved, Rejected, Success) alongside timestamps and approver details, where applicable.

The screenshot displays the refund history screen with a list of status messages depending on the actions taken.

Refund status history in transaction view


Need This Feature?

Contact your Relationship Manager to activate Optional manager approval for refund transactions on your merchant profile.