Mondu has a structured process for handling disputes and returns:
Returns:
- When a customer returns an item, you need to issue a credit note through the Mondu Portal
- Mondu will reduce the buyer’s outstanding debt accordingly
- If payment has already been made for the original invoice amount, Mondu will claim the credited amount back from your next payout
- For consolidated statements, Mondu checks for open invoices from the next statement period – if they exist, the return/refund amount is indicated as payment on the next statement the buyer receives
- If there are no open or overdue invoices, refunds are processed within 3-5 days
Disputes:
- Buyers can raise disputes via the Mondu Buyer Portal
- Merchants have 21 days to respond to a dispute
- You can either accept the dispute (the disputed amount will be netted against upcoming payouts) or contest it by providing evidence and reasoning
- Mondu’s Buyer Operations team makes the final decision based on evidence from both parties
- The dispute is marked as “Discarded” if you win, or “Resolved” if the buyer wins
Mondu bears the risk of payment defaults, protecting you from financial losses due to customer non-payment.
