The verdict in three sentences
A Wave refund is triggered by API but can take T+0 to T+2 to appear on the customer side, which generates anxious messages if you do not announce the delay. A healthy refund rate stays under 2% of orders; beyond that, it is a product or logistics signal. A clear return policy and a documented dispute procedure protect your reputation as much as your cash.
The refund procedure, step by step
On the merchant side, refunding is simple; on the customer side, the perceived delay matters as much as the refund itself. Here are typical delays (2026 ballpark).
| Step | Actor | Indicative delay |
|---|---|---|
| Customer request received | Customer | Day 0 |
| Order verification | Merchant | A few hours |
| Refund API trigger | Merchant | Immediate |
| Credit to customer balance | Wave | T+0 to T+2 |
| Notification confirmation | Wave | On receipt |
The critical point: between the trigger and the visible credit, the customer may think nothing is happening. Announce the delay upfront ("refunded within 48 h") to cut off complaints.
Dispute reasons and recommended action
| Dispute reason | Target resolution time | Recommended action |
|---|---|---|
| Item not received | 24–48 h | Check tracking, refund or reship |
| Defective item | 48–72 h | Photo proof, refund or exchange |
| Incorrect amount | Immediate | Refund the overcharge |
| Double charge | Immediate | Refund duplicate + webhook audit |
| Dissatisfaction | 48 h | Apply the posted return policy |
A dispute resolved in under 48 hours often turns into a loyal customer; a dispute ignored for a week becomes a public negative review. Aim for a dispute rate under 2% and a first-response time under 4 hours.
Mini case study
Aminata sells clothing online in Dakar: 300 orders/month. With a refund rate of 1.5%, she handles about 4 to 5 refunds/month. By clearly posting "Wave refund within 48 h" on her product page, she cut follow-up messages by 80%: customers know what to expect. On an average basket of 20,000 FCFA, her 4 to 5 refunds represent ~90,000 FCFA/month — a controlled cost that preserves a high satisfaction rating.
Need a professional website?
Kolonell builds websites that attract clients, optimized for the Sénégalese market. Free quote in 2 minutes.
FAQ
Is a Wave refund instant for the customer?
Not always. The trigger is immediate on the merchant side, but the visible credit on the customer side often takes T+0 to T+2. Communicate that delay to avoid follow-ups.
What refund rate is considered healthy?
As a ballpark, staying under 2% of orders is a good signal. A higher rate points to a product-quality, description or logistics problem.
Do I need a written return policy?
Yes, absolutely. A clear policy (delay, conditions, procedure) reduces disputes and reassures the buyer before purchase, which also improves conversion.
How do I handle a double charge?
Refund the duplicate immediately and audit your webhook: a recurring double charge betrays a missing idempotency safeguard to fix in the integration.
Let's talk about your project. We set up your Wave refund procedure and return policy. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
