Refund Policy
Card Payments: Refunds can be made to the original payment card, but only with explicit authorisation from the law firm.
In all instances, the law firm will remain liable for all transaction fees associated with the refunded payment.
Identifying the refund process
Check Payment Provider: Confirm if Adyen processed the payment by checking the "payment provider" section.
Stripe Refunds: Follow the separate steps for Stripe if applicable, found here.
Adyen refund process
Initiate the Refund:
Log in to your Legl account.
Navigate to the Pay > Transactions section.
Locate and select the specific payment you wish to refund.
Click the 'Refund payment' button at the top right corner of the payment details page (you will need admin access to view this)
Select Bank Account:
Upon initiating the refund, you'll be prompted to choose the bank account from which the refund will be processed.
By default, the system selects the original account where the payment was received, but you have the option to choose a different account if necessary.
Confirm and Process:
Review the refund details, including the amount and reason for the refund.
Confirm the information and proceed to initiate the refund.
The refund will be processed immediately, and the amount will be automatically deducted from your firm's selected bank account via direct debit.
Notifications
Client Notification:
Once the refund is initiated, your client will receive an email informing them that the refund is being processed.
Please note: Refunds typically take 5-10 working days to appear in the client's account, depending on their bank's processing times.
Firm Notifications:
The designated bookkeeper or financial contact will receive an email once the funds have been deducted from your firm's bank account.
A subsequent email will be sent when the funds have been successfully returned to the client.
Unsuccessful Refunds
If the refund cannot be processed (e.g., due to insufficient funds in the selected bank account), your firm will receive an email notification detailing the issue.
For further assistance or if you encounter any issues during the refund process, please contact Legl's Support team via the live chat icon in the bottom right corner of your dashboard, or email [email protected].
Chargebacks & Reversals
Legl does not support initiating chargebacks directly. If a client disputes a payment, the chargeback process is managed between the law firm, Legl, and the payment processor (Stripe or Adyen). Legl will notify the law firm of any disputes and provide guidance on how to respond.
Legl also does not support initiating payment reversals. Any reversals must be handled and processed as a refund, following the above process.
Pay by Bank refunds
If your client has paid using the Pay by Bank service of Legl or made a bank transfer outside of Legl, refunds related to bank transfers need to be arranged directly with the client. If you have any further questions, please contact [email protected].