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【EC-CUBE】Refund Status Sync and Settlement Timing

Updated

When you process a refund in KOMOJU, it is passed to EC-CUBE via the payment.refunded webhook event. Settlement timing to the customer varies by payment method.

Refund sync requires that the webhook payment.refunded event is enabled. If it is not configured, the EC-CUBE order status will not update automatically.

How to Check Refund Status

Before notifying the customer about a refund, confirm on the KOMOJU Dashboard that the refund has actually been completed.

  1. Open the Transactions page in the KOMOJU Dashboard
  2. Search for the relevant transaction and open its detail screen
  3. Check the transaction status
  4. If it shows "Refunded" or "Partially Refunded," the process is complete
  5. If there is an error, note the KOMOJU Order ID and contact support

If Webhook Sync Doesn't Reflect on EC-CUBE

If webhooks are configured correctly, a refund processed on the KOMOJU side will automatically reflect on the EC-CUBE side as well.
If it does not reflect, please check whether your webhook configuration has been completed.

Settlement Timing by Payment Method

Credit Card

Refunds are issued back through the credit card, and appear as a negative amount on the customer's card statement.

  • Typical timing: 5–10 days on average. Some card issuers may take up to about 2 months
  • Crossing a billing cutoff: the original charge is applied first, and the refund (or offset) occurs the following month or later
  • Cancelled cards: refunded by an alternative method per the card issuer's policy, such as a bank transfer

The exact settlement date depends on the card issuer's processing. Advise customers to contact their card issuer directly for details.

Mobile Payment

Applies to PayPay, Merpay, Rakuten Pay, au PAY, d payment, etc. Once the refund is processed, it is reflected directly in the balance within each app.

About the Availability of d Payment

d payment will be available starting September 30, 2026. Before that date, payments and refunds via d payment are not available.

  • Typical timing: usually reflected within a few hours

The actual timing depends on each app's own specifications.

Convenience Store, Pay-easy, and Bank Transfer

The refund is sent by bank transfer to the account the customer specifies.

  • Typical timing: completed within 1 business day if within the financial institution's business hours
  • Cases that take longer: 1–2 business days depending on the timing of the request and bank holidays
  • Sender name: transfers to the customer's account are made under the name "株式会社KOMOJU" (KOMOJU Co., Ltd.)

Bank Account Info Is Required for Convenience Store and Bank Transfer Refunds

Refunds for convenience store, Pay-easy, and bank transfer payments are sent to a bank account the customer specifies. Before issuing the refund, you must collect the customer's account holder name (katakana), bank name, bank code, branch name, branch number, account type, and account number. See "How to Cancel or Refund a Payment (Bank Transfer / Convenience Store / Pay-easy)" for the detailed steps.

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