# A customer wants a refund on a voucher

Only the original purchaser can request a refund, and only for a voucher they still hold that has not been redeemed, gifted, transferred or reissued. Approved refunds return to the original card after review. Problems with the goods themselves are yours to resolve.

Source: https://fidella.app/help/business/refund-a-voucher-for-a-customer
Last reviewed: 2026-08-30

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Refunds and remedies are two different things and it helps to separate them
before replying.

## A refund of the purchase

Narrow: the buyer, still holding it, unused, not moved. Anything else falls
outside the normal path.

## A remedy for the goods

Yours. You supplied whatever the voucher was for. Once value is redeemed the
money has settled to you, and Fidella does not re-credit it or fund a remedy on
your behalf.

## The line you must not cross

A remedy owed under consumer law cannot be refused or reduced because a customer
used a voucher or received one as a gift.