At Hotmart, you have the autonomy to request or approve a refund directly from your account. The process is automatic and secure, but the path and timeframe for the money to return to the buyer vary according to the payment method used at the time of purchase.
In this article, you will understand how the return of amounts via PIX, bank slip (boleto), and credit card works, when it is necessary to approve the request, how to perform this process, and the impact on your Hotmart Wallet.
How does the refund work for each payment method?
Purchases made via PIX
The refund is credited exclusively to the original bank account of the PIX, that is, to the same account from which the money came out. The buyer will receive the amount within up to 7 business days after the refund is confirmed.
Purchases made via Bank Slip (Boleto)
Since the payment was made via bank slip, Hotmart does not have the customer's bank details. As soon as the refund is approved, the buyer receives an email with a link to a form where they must fill in their bank details. After filling it out correctly, the amount will be deposited into the provided account within up to 7 business days.
Purchases made via Credit Card
The amount is returned directly to the credit card operator. The timeframe for the limit to return or the amount to appear as a credit on the buyer's invoice depends exclusively on the rules of the card-issuing bank. Generally, the refund can take one to two billing cycles to reflect on the customer's statement.
Important: If the buyer wishes to know more about how to request a refund, they should access the article How to request a refund for a purchase?.
Is it always necessary to approve the refund?
Requests within the warranty period: When the buyer requests a refund through the platform within the warranty period, you are not obligated to approve it manually. The platform will wait for a retention period (usually 5 days) so you can try to understand the reason and reverse the cancellation. If no action is taken within this period, the system will automatically approve the refund to comply with consumer protection rules.
Requests outside the warranty period: In this case, the customer cannot request the refund on their own through the automatic system. If you reach an agreement and decide to return the amount, you (or the Hotmart team, if a ticket needs to be opened) will need to manually release the refund.
How to manually approve a refund
To approve a refund already requested by the buyer, follow the instructions below:
- Access your Hotmart account through the link https://app.hotmart.com/.
- On the left side menu, select Sales and then Refunds.
- Use the filters to locate the desired transaction.
- In the Actions column, click on the three-dot menu and choose Approve.
For more details, access the article How to improve support for my product's buyers?.
What is the impact on your Wallet balance?
When a refund is approved, regardless of the payment method, Hotmart makes an automatic adjustment to your Wallet to return the full amount to the customer.
- If the commission was still on the platform: The value of that specific sale is simply canceled in your entries.
- If you had already withdrawn the commission: The adjustment will be made using the balance from your other sales (available or future). So, don't worry if your Wallet temporarily shows a negative balance: it will normalize automatically as soon as new sales are made.