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How do I request a refund or report a problem with a payment? 

Agents and homeowners now have two ways to flag an issue with a payment they made through Titus: Request a refund and Report a problem. Both live on the transaction detail panel in your dashboard.

When to use each option

Use Request a refund when you simply want money back for a transaction — for example, the amount was wrong or the service wasn't delivered. Picking this option opens a short intake with five reason choices, all of which route to a refund request sent to the business.

Use Report a problem when something more serious is going on. This intake offers a broader set of reasons, and Titus routes your report to either a refund request or a formal dispute depending on the reason you select. Reasons such as "I didn't authorize this payment" or "I asked for a refund and they said no" will open a dispute.

How to request a refund

  1. Log in to your account.
  2. Find the corresponding payment in your transaction list.
  3. Open the transaction detail panel by clicking the > to the right of the payment.
  4. Click Request a refund.
  5. Choose one of the five reasons that fits your situation.
  6. Enter the refund amount and submit.

The business will receive your request along with the reason you selected. Once they approve it, refunds can take up to 5 business days to process. You'll see a confirmation event in the transaction's activity feed.

How to report a problem

  1. Open the transaction detail panel the same way as above.
  2. Click Report a problem.
  3. Choose the reason that best fits your situation.
  4. Titus will route your report to either a refund request or a dispute based on your selection, and walk you through the next steps.

Activity feed

Every transaction now shows a chronological activity feed that tracks key events — when the payment was sent, when a refund was requested, and when a dispute was filed. You can use this to keep track of where your request stands.

When these options don't appear

Depending on the state of your loan and the transaction, one or both options may be hidden:

  • Pending or fully refunded transactions — both options are hidden.
  • Past-due loans — "Request a refund" is not available, but you can still "Report a problem."
  • Payoff invoice already in flight — both options route you to a support contact card so we can help directly rather than putting more activity on a transaction that's about to close out.

One open request at a time

You can only have one open refund request or one open dispute per transaction at a time. If you already have a refund request open and try to start another, you'll see a "You already have a refund request" screen. If a dispute is open, you'll see a "Your dispute is under review" screen and both options will be removed until the dispute resolves.

FAQ

Can I cancel a refund request after I submit it? No. Once a refund request is sent to the business, it can't be cancelled. If you need to adjust it, contact the business directly.

How long does a refund take? Once the business approves it, refunds can take up to 5 business days to process.

What's the difference between a refund and a dispute? A refund is a request to the business for your money back. A dispute is a formal review by Titus when something more serious has happened (like an unauthorized charge or a refund refusal).