How to Process a Refund

Overview:

Refund requests for pet license orders are handled differently depending on the payment method used at the time of purchase: Online (credit card through DocuPet) or Offline (third-party payment collected by your organization).

Offline Payment (3rd-Party Payment) Refund

If a payment was collected directly by your organization (e.g., cash, cheque, or third-party payment provider), the refund must be processed internally by your team.

Online/DocuPet Payment (Online-Credit card payment) Refund

For orders paid online through DocuPet, refund requests must be submitted using our Refund Request Form. A link to the refund form can be found here.

Once submitted:

Refunds are processed within 1–2 business days.
A confirmation note is added to the pet owner’s account.
The refund will appear on the pet owner’s statement within 7–10 business days.

If applicable, our team will also cancel the associated order and license as part of the refund process.

Important Notes

DocuPet can only process refunds for online credit card payments.
Refunds for offline payments must be handled directly by your organization.
For partial refunds (e.g., product or fee adjustments), please include clear details in your request.
This form is intended for administrator use only and should not be shared with pet owners.

How To:

To help us process your refund request quickly and accurately, please provide all the necessary details on the form:

Your Name: Name of the person submitting the request.
Email Address: Your contact email.
Your Organization: Name of your organization.
Pet Owner ID: Located in brackets next to the pet owner’s name, or you may include a link to the profile. For more guidance on locating the Pet Owner ID, click here: What Is a Pet Owner ID and Where Can I Find It?.
Pet Owner Name: Full Name on the account.
Pet Name(s): Specify which pet(s) the refund applies to (if applicable).
Order Number: The specific order requiring the refund.
Refund Amount: The exact amount to be refunded (full or partial).
Reason for Refund Request: Brief explanation of the request. If selecting "Other", please specify the reason for the refund.
Additional Notes: Any extra details that may help us process the request.

Providing these details will help us address your request as efficiently as possible.

Additional Information:

Partial refunds are supported for online orders (e.g., fee adjustments or product changes).
Providing complete and accurate information will help avoid delays.
If you have any questions or need assistance, please contact Administrator Support by email at: support@docupet.com.