Every refund request in ZippyAssist carries a status showing where it sits in the process. This article explains what each one means and what — if anything — you need to do about it.

Status reference

Status	What it means	Needs your attention?
Draft	The customer has started a request but hasn't finished it. Usually they're in a pre-authorization waiting period, so no refund method has been collected yet.	Not yet
Pending	The customer has completed their side. It's waiting on your decision.	Yes
In Review	You've marked the request as being looked into.	Yes, eventually
Approved	You approved it. Disbursement follows.	No
Declined	You declined it.	No
Completed	The request is finished. Used where ZippyAssist doesn't handle disbursement itself.	No
Expired	The customer never completed the request in time.	No
Returned	Funds were sent but came back — for example, a customer never claimed funds.	Yes
Failed	The payout attempt didn't go through.	Yes
Blocked	The request is associated with a blocked customer.	No

The statuses you'll see most

Draft

A draft isn't an unfinished job on your end — it's an unfinished job on the customer's end.

Most drafts exist because the customer paid by a method with a pre-authorization hold. ZippyAssist waits before following up to collect their refund details, because the hold may drop off on its own. Until they respond, there's no refund method to pay out to.

You can pre-approve a draft so it processes automatically once the customer completes it. See also What is a refund draft?

Pending

The customer has done everything asked of them and the request is sitting with you. This is your main working queue.

Expired

The customer was sent a follow-up but never completed the refund flow, so the request timed out.

This is normal and often means the customer decided they didn't need the refund after all. Expired requests can't be reopened — if the customer gets in touch later, create a new request.

Returned vs Failed

These two look similar but mean different things:

Failed — the payout attempt errored. Something went wrong sending the money.
Returned — the money went out but came back. This usually means a customer never had an account and failed to create and claim funds in a timely manner.

Both need your attention.

In Review

In Review sits between Pending and a final decision. Use it when a request needs looking into — you want to check the machine, confirm the transaction, or speak to someone — but you're not ready to approve or decline yet.

Open the refund request.
Set the Status to In Review.
Optionally add a note and notify the customer.
Save.

Letting the customer know

If your organization has In Review notifications enabled, a Notify customer toggle appears when you select the status, along with a message field.

Enter what you'd like the customer to see — for example, "We're checking with the technician who services this machine and will be back to you shortly." The message is required when Notify customer is on.

This is useful for keeping people informed on requests that will take a few days, rather than leaving them wondering. You can turn the In Review notification on or off under Customer App Settings → App Content → Notifications.

Statuses you can set

Which statuses you can choose depends on where the request currently sits:

Current state	You can set
Normal request	In Review, Approved, Declined
Draft	Expired, Declined — plus Pre-Approved if you've configured pre-approval
PayRange / external methods	In Review, Completed

If you have any questions, use the chat widget at the bottom of the screen or email us at [email protected]!

Refund Statuses