Requesting a POLi Refund

The POLi service facilitates the transfer of funds between your bank account and the bank account of the merchant you’re purchasing goods from. Through POLi, you effectively instruct the bank to directly transfer funds from your bank to the bank account of the merchant. The bank then makes the payment. POLi never receives the funds or holds the funds at any time. Because, POLi never holds your funds, POLi does not have a refund capability.

Any request for a refund must be made directly to the merchant as the merchant has received your funds.

All enquiries must be directed to the merchant you purchased goods from as they are the party with your funds and authority to approve your refund request. Once approved, a merchant will normally process the refund by crediting your bank account.

If you haven’t done so already, please contact the merchant for assistance. It may help to send a screenshot from Internet Banking or your banking mobile app showing the payment transaction with your refund request. If possible that screenshot should include the POLi ID, which is a 12 digit number starting with 9964, 9965 or 9961.