Sometimes a refund stalls because of something only the customer can fix. ZippyAssist gives you follow-up cards on the refund request to chase them directly, without leaving the dashboard.

There are two you'll use most:

Both work the same way, and both appear on the Details tab when you expand the request.

(There's a third, separate case: a customer still inside a pre-authorization holding period. To pull them out early, use Send Now on the pre-auth card — see Payment Methods.)

Filter your refund list by the Failed status. Expand any failed request and you'll see a Failed payout follow up card.

The card also stays visible on requests where you've already sent a follow-up, so you can check on progress.

The customer opens the link and submits their refund details again.

The request then moves from Failed back to Pending and reappears in your queue, exactly like any other refund awaiting a decision. The original approval does not carry over — you'll need to approve it again against the new details before the money goes out.

This is deliberate. The customer has supplied a different payment destination, so it gets a fresh look rather than being paid out on the strength of a decision made about details that turned out to be wrong.

When the card details a customer entered don't line up with any transaction in your system, you can ask them to re-enter them rather than declining the request outright.

The Payment details follow up card shows the details they originally gave, so you can see what you're querying, and tracks where things stand:

When the customer follows the link they can correct their details — and if they paid a different way than they first indicated, they can change the payment method too, rather than being locked into the original choice.

A refund jumps to the top of your list when the customer re-enters their details, so you'll spot the ones that need another look.

Both cards work identically.

Once sent, the button changes to Send again, so you can chase a second time if you don't hear back.

Your message must include :url. This is replaced with the secure link the customer uses to enter their details.

If you remove it, the send button is disabled and a warning appears — without the link, the customer has no way to respond.

Messages are limited to 459 characters. A counter under the field shows where you are.

After a follow-up has been sent, a Get Link button appears on the card.

This copies the link to your clipboard, so you can send it however suits — email, a message in another system, or reading it out over the phone. Useful when the phone number on file is itself the problem.

These two statuses are easy to confuse:

Both mean the customer hasn't been paid, and both are worth reviewing regularly.

The templates used to pre-fill these messages live with your other customer-facing wording, under Customer App Settings → App Content → Notifications. Update them there and every future follow-up starts from the new version.

See also How are refund payments processed?, Request Links, and Payment and Refund Methods.

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