# Self-Service Refund Portal: User Guide **Self-Service Platform Instructions** Users who have completed email verification on the Mufy site (self-service channel) or obtained a refund code after verification by operations (manual channel). If you do not have a refund credential, please return to Mufy to apply first. ## 1. Application Notes Please read the following carefully before proceeding to the application process ### **Information Security** The refund code is a one-to-one UID-bound authorization credential for this refund. Once leaked, it may be used by others to impersonate and submit an application. * The refund code must not be provided to any third party in any form, including proxy refund services, community members, or individuals claiming to be customer service or developers * The refund code, email verification code, and account password are all highly sensitive information. Please keep them safe and do not forward or share screenshots through off-site channels * Mufy will never, for any reason (including "expedited processing," "manual verification," "account anomaly," etc.), ask you for your refund code, email verification code, or account password through off-site channels; any such request is not from Mufy * If you suspect the refund code has been leaked, please immediately cancel the current application through the self-service application platform and email to report it.[See Contact Us for details](/refund/en/contact-us.md) ### **Please use the official channels** This refund has only the following two official entry points; any form of "proxy refund" or "assistance handling" outside of these is unofficial. * [Self-service application platform](https://portal.mufy.ai/refund/manual) * The only official email: Please be alert to the following situations: * Impersonated / counterfeit domains: please check the domain spelling character by character. It is recommended to enter via the Mufy site entry or links in official announcements * "Customer service WeChat," "expedited channel," "submission proxy service," etc. circulated in groups are all unofficial * Individuals claiming to be Mufy staff who proactively DM you to ask for credentials or request transfers are all unofficial * Any link requiring payment of a "handling fee," "expedite fee," or "deposit" If you have doubts about a link or email, please first return to the self-service application platform to verify, or email for confirmation[See Contact Us for details](/refund/en/contact-us.md). ### **Consequences of falsified materials** Refund applications involve identity verification. Submitting false materials will be treated as fraudulent refund claims and will result in the following consequences: * **Scope:**Including but not limited to forging or tampering with payment screenshots, fabricating order numbers, impersonating another person's account identity, falsely reporting recharge records, and falsely reporting payment-receipt information * **Current application:**Direct rejection; resubmission of the same materials after adding more will not be allowed * **Account flagging:**The UID, registered email, and contact email will be added to the list of material forgery cases * **Subsequent impact:**Manual-channel applications from accounts on the list will be directly rejected If you are unsure whether a payment screenshot complies, please compare it with the "screenshot examples" in the self-service application platform before uploading, or email to ask[See Contact Us for details](/refund/en/contact-us.md). ## 2. Self-service Application Process The self-service application platform has four types of operation entry points, corresponding to application submission, status inquiry, application cancellation, and manual handling. * Refund Application: the main entry for first-time refund applications, where you complete identity verification, provide additional information, and submit the application. * Refund Inquiry: check the processing status of a submitted application. * Refund Cancellation: withdraw an application that is in "Pending Review" status; once the status enters "Processing Payment," it cannot be canceled. * Ticket Submission: handles special cases outside the regular process and is handled manually by Mufy operations. ### Refund Application The refund application has two stages: identity verification and information completion. Once both stages are passed, the application enters the review process.
#### Identity Verification Please fill in the following three items in order: * Mufy UID: unique account identifier * Registered email: the email originally bound to the account * Refund code: a one-time credential issued after identity verification The three items must exactly match the account information used when the refund code was issued. If any item does not match, verification will fail and the applicant cannot proceed to the next stage. #### Complete Information **Estimated refund amount** The amount shown on the page is a system estimate for reference only and does not constitute the final refund amount. This amount is the total of the unconsumed portion of orders that have been paid before the following cutoff time: * China region: 2026-05-02 23:59 (Beijing time, UTC+8) * EU region: 2026-05-02 23:59 (Central European Summer Time, CEST / UTC+2) Due to the complexity of recharge tiers and exchange-rate conversion, the final refund amount shall be based on**the remaining value in your account at the time the payment is initiated**. During processing, account functions remain normal, and any new consumption during this period will be deducted from the final refund amount accordingly. **Upload payment screenshots** Submit screenshots of your most recent 10 orders, in reverse chronological order by payment time, complete and continuous, without skipping or selecting any single order. If the account has fewer than 10 orders, submit all orders. Each file must not exceed 20 MB. * **Source**: directly from the Mufy order page; the orders must be from refundable channels (local payment in China or Stripe in the EU region) * **Content**: each screenshot must fully display the order number, product name, payment time, and payment amount * **Integrity**: do not obscure, crop, or edit; otherwise verification will fail **Receiving information** Please choose one of the following two channels and submit the corresponding information: * **Alipay channel**: receiving QR code, Alipay account, real name * **Bank card channel (expedited)**: bank card number, real name The real-name account for receiving funds must match the applicant's own name and the real-name account used for the original payment. Once the information is submitted, the application enters the review process. **Use and protection of information** * The above information is used only for this refund payment and for verifying the recipient's identity (to ensure the recipient is the account holder), and is not used for any other purpose * Upload and storage are encrypted throughout, and only authorized operations staff can access it in scenarios requiring verification * After the application is completed, the relevant information will be destroyed according to the established cycle ### Refund progress The application proceeds through the following four statuses in order: * **Pending Review** The application has been submitted and is waiting for manual review by the payment provider * **Review Passed** Review has been approved, preparing to initiate payment * **Processing Payment** Payment has been initiated, funds are in transit, and account balance settlement is frozen * **Completed** Funds have been credited The overall processing cycle is generally 2-3 business days. The actual duration depends on the current application volume, and will be extended accordingly during peak periods. Each status change will be notified in real time via the registered email, and the platform will be updated accordingly. Please keep an eye on notifications sent to your registered email; if you discover a refund application not initiated by you, you must immediately cancel it through the self-service application platform and email to report[See Contact Us for details](/refund/en/contact-us.md). ### Refund Cancellation The cancellation rules are as follows: * **Cancelable window**: when the application is in "Pending Review" or "Review Passed" status * **Non-cancelable node**: once the status enters "Processing Payment" or "Completed," it cannot be canceled * **After cancellation**: the application process ends. If you still need a refund, you must resubmit the content and enter review again. Applicable situations include but are not limited to: incorrect application information, deciding not to apply anymore, etc. ### Ticket Submission Tickets are for special situations that cannot be resolved through the regular four-step process, including but not limited to: * The refund amount did not arrive as expected * The refund progress has stalled for a long time and the status is not advancing at the normal pace * The application has entered the "Completed" status but no receipt confirmation has been received for a long time The following issues are not handled via tickets: * Account-related matters (login, password, account merging, account deletion, etc.) * Account and refund code security matters must be addressed at to report * Appeals or supplementary explanations for failed reviews. If you need to request a refund again, you must obtain a refund code again through the original channel (self-service/manual) before submitting an application * Inquiries about refund rules and standards Tickets are mainly handled by the payment provider's operations team, with assistance from Mufy operations when necessary. Processing time is longer than the regular review process. When submitting, please include a detailed description of the refund application issue and the necessary screenshots. ## 3. Safety Warning This refund involves account identity, payment credentials, receiving credentials, and other information. Please adhere to the following guidelines throughout the application process: * **Account information must not be transferred**: any act of providing the refund code, email verification code, or account password to a third party may lead to the account being impersonated. * **Official channels are exclusive**: only the self-service application platform and are the official entry points for this refund; any "customer service," "expedited channel," or "assistance handling" from communities, private messages, or third-party agencies is unrelated to Mufy * **Mufy does not proactively ask for credentials**: any request for credentials under the pretext of "expedited processing," "manual verification," "account anomaly," "compliance review," etc. is a scam * **Handle anomalies immediately**: if you suspect an account leak, discover an application not initiated by you, or receive a suspicious email or private message, you must immediately cancel the current application through the self-service application platform and email to report * **Information encryption:**Payment screenshots, receiving QR codes, receiving accounts, identity information, and other data submitted during the application process are all private information. Mufy will store them encrypted throughout, strictly limit access, and use them only for this refund verification and payment; they will be destroyed according to the established cycle after the application is completed. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.mufy.ai/refund/en/refund-notice/self-service-refund-portal-user-guide.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.