Tangerpay credits the laundry machine once the customers credit card payment has been authorised (approved) by our payment processor. If the payment was declined, we do not credit the laundry machine.
If the payment was approved but we are not able to credit the laundry machine, then Tangerpay automatically cancels the customer's payment and refunds it in full. This may happen, for example, if there is a network blip in the laundry room at the very moment that we are trying to credit the laundry machine. We minimise the risk of this occurring by always checking that the machine is connected before we seek the payment authorisation from the payment processor.
Even though Tangerpay refunds the payment immediately when a problem occurs, some card issuers may take 1-3 days to apply the refund back to the customer's account. The actual length of time taken varies by card issuer with some applying the refund immediately and others taking 1-3 days to apply it.
If a customer experiences other issues such as machine breakdown after they have made their payment, they are advised to get in touch with the laundry room help desk to discuss a resolution. The customer's payment is able to be refunded in full using the Tangerpay self service admin portal or it is even possible to free start another machine for the customer using RemoteStart.
Please contact Tangerpay on service@tangerpay.comfor any further assistance with refunds.