Manage Hipay

How to cancel hipay and understand your payment processing rights in singapore

What hipay is and why merchants use it

Hipay is a payments platform built for merchants who need to process customer transactions online, prevent fraud, and manage multiple payment methods from one dashboard. Whether you operate a small e-commerce store or a larger enterprise, Hipay lets you accept payments, track transactions, and handle refunds through a merchant console or API integration.

Core features and how they work

Hipay's main functions centre on the complete payment lifecycle: authorising transactions, capturing funds, issuing refunds, and managing transaction records. You control these actions either through the Hipay Console (a web dashboard) or through Enterprise API integrations connected to your back-office systems. Most merchants find the console intuitive for day-to-day operations, while larger businesses automate workflows through API connections. At Stopee, we recognise that understanding your payment platform is the first step toward managing it confidently and knowing when to cancel or refund a transaction.

When to cancel versus refund

This distinction matters because it affects your customer and your cash flow. A cancellation applies only to authorised transactions that have not yet been captured or settled, meaning the customer has not been charged. A refund, by contrast, applies to payments that have already been captured and must be returned to the customer. If you cancel an authorised transaction, it never settles. If you refund a captured payment, the customer receives money back to their original payment method.

Pricing and plan options for hipay merchants

Hipay does not publish standard pricing on its public website for Singapore merchants; instead, pricing is customised based on your transaction volume, the payment methods you accept, and your integration complexity.

What determines your hipay cost

Your pricing depends on factors including monthly transaction value, the mix of payment methods (card, e-wallet, bank transfer), your payment processing volume, and whether you use basic console features or advanced API integrations. Enterprise clients often negotiate volume-based rates. To get a specific quote in SGD, you must contact Hipay's sales team directly. Stopee recommends gathering your transaction history and anticipated monthly volume before requesting a quote, so you receive an accurate estimate.

Pricing comparison table for hipay merchants

For the most current pricing, visit the official Hipay pricing page or contact their Singapore sales team directly.

How to cancel a transaction in hipay

Cancelling a transaction through Hipay is straightforward once you know the steps; this section walks you through the process via the Hipay Console, which is the most common method for most merchants.

Cancelling an authorised transaction via the hipay console

Follow these steps to cancel a payment that has been authorised but not yet captured or settled:

1. Log into your Hipay Console using your merchant credentials.
2. Navigate to your transactions list or search for the specific transaction you want to cancel using the order ID or transaction reference.
3. Click on the transaction to open its details page.
4. Look for the ORDER section and locate the CANCEL button.
   • Warning: Confirm you have selected the correct transaction before clicking CANCEL.
5. Click CANCEL and select a cancellation reason from the dropdown menu (for example, "Customer request" or "Duplicate transaction").
6. Review the cancellation summary and confirm your action.
7. The transaction status changes to "Cancelled" immediately, and no funds are charged to the customer.

Pro tip: Once you cancel a transaction, you cannot capture it later. If the customer still wants to pay, you must create a new authorisation and capture. Keep records of cancelled transactions for accounting and dispute resolution purposes.

Cancelling via hipay enterprise API or automation

If your business uses Hipay's Enterprise API or integrates Hipay with back-office software, you may automate cancellations through your system. Check your integration documentation or contact your technical account manager to confirm which API endpoints support cancellation and how to trigger them. Many larger merchants use this method to cancel bulk transactions or integrate cancellations into their order management workflow. Stopee advises keeping detailed logs of all API-based cancellations for audit and compliance purposes.

Important warning about cancelled transactions

Warning: Once a transaction is cancelled in Hipay, it cannot be reverted or recaptured. If you accidentally cancel a payment that should have been processed, you must create an entirely new authorisation with the customer. This is why double-checking the transaction details before clicking CANCEL is critical.

What happens after you cancel a transaction

Understanding the aftermath of cancellation helps you manage customer expectations and maintain accurate records for your business.

Transaction status and record-keeping

When you cancel an authorised transaction, Hipay marks it as "Cancelled" in your transaction history. The transaction remains visible in your Hipay Console and reports for accounting, taxation, and dispute purposes, but no funds are transferred. Your bank statement reflects no charge related to that transaction. The customer sees no debit on their card or e-wallet. You retain full visibility of the cancelled transaction for reconciliation and compliance audits, which is essential for your business records.

Customer communication after cancellation

After you cancel, notify the customer promptly if they initiated the request. If you cancelled on your own initiative (for example, due to inventory unavailability), explain the reason in a professional message. Customers who do not receive confirmation may worry the charge will appear later, which damages trust. Stopee recommends sending a cancellation confirmation email within 24 hours that includes the transaction reference, reason, and assurance that no funds have been deducted.

Refunds versus cancellations

Remember: you can only cancel authorised but uncaptured transactions. If the transaction has already been captured and settled, you must issue a refund instead. Cancellations are immediate and prevent any charge; refunds reverse a charge that has already occurred. This distinction is crucial when explaining options to customers who are unhappy with a purchase.

Refund policy and timelines for hipay merchants

Refunds apply when you need to return funds to a customer after a payment has been captured, and Hipay allows you to process them through the console within specific windows determined by the payment method.

How refund windows work by payment method

Refund availability and the timeframe in which you can refund vary by payment method. For credit and debit cards, most card schemes allow refunds within approximately 11 months after the transaction is captured, though some schemes extend to around 13 months depending on the issuer and card type. PayPal refunds are typically available within roughly 180 days of the original transaction. Bank transfers and local e-wallets may have their own rules. Always confirm the specific payment method and scheme before processing a refund to ensure you remain within the allowed window. After the window closes, you cannot refund through Hipay and must contact the customer directly or pursue alternative dispute resolution.

Processing a refund through the hipay console

To issue a refund via Hipay Console, follow these steps:

1. Log into your Hipay Console.
2. Find and open the captured transaction you want to refund.
3. Navigate to the CAPTURED tab or section.
4. Click the REFUND button.
   • Pro tip: Check the transaction status is "Captured" or "Settled" before clicking REFUND. Authorised but uncaptured transactions require cancellation, not refund.
5. Enter the refund amount (full refund or partial amount).
6. Select a refund reason from the available options (for example, "Customer request", "Defective product", "Duplicate charge").
7. Review the refund details and confirm.
8. Hipay processes the refund and credits the customer's original payment method within 3 to 7 business days, depending on the payment method.

Warning: Partial refunds may trigger fraud detection flags if misused. Always ensure the refund amount is legitimate and documented. Keep records of the refund reason for customer service and dispute resolution.

Merchant discretion in refund decisions

Hipay does not mandate refunds; it is the merchant's responsibility to decide whether to refund. You may refund for customer satisfaction, order errors, or damage. You are also entitled to refuse refunds outside the allowed timeframes or for non-qualifying reasons, though local consumer protection laws in Singapore may impose obligations on you depending on the circumstances. Stopee recommends reviewing your terms of service and consulting Singapore's Consumer Protection (Fair Trading) Act to understand your legal obligations before denying a refund request.

Your consumer rights in singapore

As a merchant or consumer interacting with Hipay in Singapore, you have protections under local law that apply independently of Hipay's terms.

Consumer protection (Fair trading) act and cooling-off periods

Singapore's Consumer Protection (Fair Trading) Act protects consumers who purchase goods or services. If you are a consumer who made a purchase through a merchant using Hipay and that merchant offers distant selling (online), you generally have a 14-day cooling-off period during which you can cancel the transaction without penalty, provided the merchant's terms permit it. However, this right applies between you and the merchant, not between you and Hipay. Hipay is the payment processor, not the seller. Your dispute rights and refund eligibility depend on your contract with the merchant. If the merchant refuses a refund you believe you are entitled to, you can lodge a complaint with the Consumers Association of Singapore (CASE) or the Ministry of Trade and Industry (MTI).

What hipay's terms do not cover

Hipay does not provide a universal 14-day cooling-off period for all transactions processed through its platform. Refund windows are determined by payment method and merchant policy, not by Hipay's choice. If a merchant refuses to refund you and you believe you have a valid claim under the Consumer Protection (Fair Trading) Act, you must escalate your complaint to CASE or MTI, not to Hipay directly. Hipay can only reverse or refund if the merchant instructs it to do so.

Escalation steps for singapore consumers

1. Contact the merchant directly and request a refund in writing (email is acceptable). Include your order number, transaction date, and reason for the refund request.
2. If the merchant refuses or does not respond within 14 days, preserve all communications and transaction records.
3. Contact the Consumers Association of Singapore (CASE) and lodge a complaint with details of the transaction and merchant response.
4. CASE will investigate and attempt to mediate between you and the merchant.
5. If mediation fails, you may escalate to the Ministry of Trade and Industry or seek legal advice.

Stopee recommends keeping records of every communication with the merchant and taking screenshots of transaction details and refund requests, as these become evidence in any complaint.

Common mistakes when cancelling or refunding with hipay

Cancellation and refund mistakes can create customer frustration, delayed resolution, and accounting headaches; learning what to avoid saves you time and reputation.

Mistake 1: confusing cancellation and refund

The most common error is clicking CANCEL when you should click REFUND, or vice versa. Cancelling an already-captured transaction does not refund the customer; you must use the REFUND function. Conversely, trying to refund an authorised but uncaptured transaction may fail because the funds have not yet been taken. Always check the transaction status before taking action. The Hipay Console clearly displays whether a transaction is "Authorised", "Captured", "Settled", or "Cancelled". Read this status carefully.

Mistake 2: cancelling outside the refund window

If a transaction was captured weeks or months ago and you now try to cancel it, Hipay will not allow it; you can only refund within the allowed window. Attempting a cancellation on an old captured transaction wastes time. Instead, check the refund window for the payment method and process a refund if you are still within the timeframe. If you are outside the window, contact the customer directly and explore alternative solutions, such as issuing a store credit or manual reimbursement.

Mistake 3: not recording the cancellation reason

Hipay requires you to select a cancellation reason when you cancel a transaction. Skipping this or selecting a vague reason creates confusion in your records and can complicate chargebacks or customer disputes. Always select the most accurate reason from the dropdown or, if none fit perfectly, choose "Other" and add a note. This practice protects you during audits and if the customer later disputes the cancellation.

Mistake 4: assuming hipay will notify the customer

When you cancel or refund through Hipay, Hipay does not automatically email the customer. You must send your own confirmation. Customers who do not hear from you may think the charge went through or that you ignored their request. Always follow up a cancellation or refund with a professional email explaining what happened and confirming no charge has been applied. This small step prevents misunderstanding and builds trust.

Mistake 5: ignoring the "cannot be recaptured" warning

Hipay clearly warns that a cancelled transaction cannot be recaptured later. Some merchants cancel by mistake and then try to revert the decision, wasting time contacting support. Always triple-check the transaction details before confirming a cancellation. If you accidentally cancel, create a fresh authorisation with the customer rather than wasting time requesting Hipay to reverse the cancellation.

Your cancellation checklist for hipay

Use this checklist every time you cancel or refund a transaction to avoid errors and maintain compliance.

When to keep your hipay account versus when to cancel

You should reconsider your Hipay account if the service no longer meets your needs, your business direction changes, or you find better value elsewhere.

Reasons to keep hipay

Hipay is a solid choice if you process high transaction volumes, require enterprise-level API integrations, or operate internationally. Its fraud prevention tools and multi-method payment support make it reliable for scaling e-commerce businesses. If your customers value flexibility in payment methods or you need detailed transaction reporting, Hipay delivers. Many Singapore merchants choose Hipay for its competitive support and customised pricing.

Reasons to cancel your hipay account

You may want to cancel if you are moving your business offline, switching to a cheaper processor, consolidating payment providers, or closing your merchant operation entirely. If Hipay's pricing no longer aligns with your margins, if you experience poor customer support, or if your transaction patterns no longer justify the cost, shopping around is reasonable. Stopee advises requesting a quote from competing processors (such as Stripe, PayPal, or 2Checkout) to compare rates before making a final decision.

How to fully close your hipay account

Cancelling individual transactions is different from closing your entire merchant account; this section covers account termination.

Steps to cancel your hipay account

1. Log into your Hipay Console with your administrator credentials.
2. Navigate to your account settings or administration panel.
3. Look for an account closure or termination option (often under "Account Management" or "Settings").
4. Review any outstanding balances, pending refunds, or unsettled transactions.
   • Pro tip: Hipay may hold your final balance in reserve for 30 to 90 days after closure to cover chargebacks or disputes. Confirm this timeline before closing.
5. Complete any required documentation or acknowledgment of terms.
6. Confirm the account closure request.
7. Hipay will send a confirmation email; save this for your records.

Warning: Closing your account does not automatically stop payments from customers. If your customers still attempt to pay through Hipay after you close the account, those transactions may be rejected or fail to process. Notify your customers in advance and provide alternative payment methods if you are closing your account.

After account closure

Your transaction history remains accessible to Hipay for a defined period for compliance and dispute resolution. You cannot access your account to view or export data after closure, so download all reports and transaction records before closing. Request a final statement from Hipay to confirm all balances have been settled. Stopee has helped thousands of consumers and merchants navigate payment platform cancellations and ensures they protect their data and rights throughout the process.

Getting support and next steps

If you have questions about cancelling a specific transaction, closing your account, or understanding Hipay's policies, several resources are available to you. Contact Hipay's merchant support team via your account dashboard or email their support address listed in your account agreement. For consumer disputes, reach out to the Consumers Association of Singapore (CASE) at www.case.org.sg. When documenting your cancellation request, always include your transaction ID, the date of the transaction, and a clear explanation of why you are cancelling. Stopee recommends keeping copies of all communications for your protection and records.

Cancelling or refunding through Hipay is manageable once you know the process and the differences between transaction cancellation and account closure. Whether you are a merchant managing a single refund or a consumer disputing a charge, understanding your options and rights empowers you to act confidently. Stopee exists to help you navigate these decisions with clarity and authority, ensuring you are never left confused by payment processing jargon or unclear cancellation paths. Review the checklist, follow the step-by-step instructions, and do not hesitate to escalate to consumer authorities if a merchant or payment processor refuses to cooperate. Your financial security is worth the effort.