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With the refund option, the Ingenico ePayments platform enables you to return the funds to your customer. In case you have full service integration, the Ingenico ePayments platform will process your refund request and credit the account of the consumer as instructed. As soon as our account has been debited, the refund will be reported to so that you can update your records accordingly. Depending on the type of payment the process of a refund may differ. Please find below generic overview of the refund process.

payment_flow_chart_refunds

  1. A consumer contacts you to request a refund on an order processed through our platform
  2. If the refund is approved by you, you instruct the Ingenico ePayments platform to process the refund by submitting a refund request. (Please note that depending on the payment product we may require you to provide the account details of the refund).
  3. We will update the status of the order and a refund request will be created. The status of the refund can be reviewed in the Payment Console. 
  4. We will submit the request to the acquiring bank for processing. 
  5. The acquiring bank will credit the account of the consumer. 
  6. The consumer bank will report the funds to the consumer. 
  7. The consumer bank will inform the acquiring bank if the refund has been processed successfully. 
  8. The Ingenico ePayments platform will process the statement and will link the refund to the outstanding refund request. 
  9. We will report the refund to you. 

Reporting

Refunds are reported online and in the reporting files.

Additional information

Refunds on Credit Cards

  • Card payments can only be refunded (when requested) on the credit card that was used to make the original transaction. The request can be made through the administration interface or via an API call.
  • We may reject refund requests if (for the applicable Ingenico ePayments Account) the value of the refunds exceeds 100% of the value of the collected transactions.
  • The maximum refund period is 180 days.
  • Refund can be initiated (submitted) as individual transactions, online through the administration interface, or via an XML request.
  • Refunds have to be accompanied with the original Merchant’s Unique Transaction Reference Number of the transaction originally collected by us.
  • The Merchant Category Code is not 7995 (Betting (including Lottery Tickets), Casino Gaming Chips, Off-Track Betting and Wagers). In that case you should refund the transaction through a bank transfer, or you could also set up a credit funds transfer (CFT) account.

Refunds via Bank Transfer

  • Bank transfer will be used as a default refund method for various payment products, unless the payment product supports refunds on the original payment. Bank refunds are used for:
  • Bank Transfer
  • Cash
  • Cheques
  • Direct Debits
  • eWallets
  • Online/Telebanking
  • Prepaid/Voucher
  • Real-time Bank transfers
  • We may reject refund requests if (for the applicable Ingenico ePayments Account) the value of the refunds exceeds 100% of the value of the collected transactions.
  • Refund can be initiated (submitted) as individual transactions online through the Payment Console or via an XML request.
  • Refunds have to be accompanied with the original Merchant’s Unique Transaction Reference Number of the transaction originally collected by us.
  • The maximum refund period is configurable, but may need to be approved by us.

With the refund option, the Ingenico ePayments platform enables you to return the funds to your customer. In case you have full service integration, the Ingenico ePayments platform will process your refund request and credit the account of the consumer as instructed. As soon as our account has been debited, the refund will be reported to so that you can update your records accordingly. Depending on the type of payment the process of a refund may differ. Please find below generic overview of the refund process.

payment_flow_chart_refunds

  1. A consumer contacts you to request a refund on an order processed through our platform
  2. If the refund is approved by you, you instruct the Ingenico ePayments platform to process the refund by submitting a refund request. (Please note that depending on the payment product we may require you to provide the account details of the refund).
  3. We will update the status of the order and a refund request will be created. The status of the refund can be reviewed in the Payment Console. 
  4. We will submit the request to the acquiring bank for processing. 
  5. The acquiring bank will credit the account of the consumer. 
  6. The consumer bank will report the funds to the consumer. 
  7. The consumer bank will inform the acquiring bank if the refund has been processed successfully. 
  8. The Ingenico ePayments platform will process the statement and will link the refund to the outstanding refund request. 
  9. We will report the refund to you. 

Reporting

Refunds are reported online and in the reporting files.

Additional information

Refunds on Credit Cards

  • Card payments can only be refunded (when requested) on the credit card that was used to make the original transaction. The request can be made through the administration interface or via an API call.
  • We may reject refund requests if (for the applicable Ingenico ePayments Account) the value of the refunds exceeds 100% of the value of the collected transactions.
  • The maximum refund period is 180 days.
  • Refund can be initiated (submitted) as individual transactions, online through the administration interface, or via an XML request.
  • Refunds have to be accompanied with the original Merchant’s Unique Transaction Reference Number of the transaction originally collected by us.
  • The Merchant Category Code is not 7995 (Betting (including Lottery Tickets), Casino Gaming Chips, Off-Track Betting and Wagers). In that case you should refund the transaction through a bank transfer, or you could also set up a credit funds transfer (CFT) account.

Refunds via Bank Transfer

  • Bank transfer will be used as a default refund method for various payment products, unless the payment product supports refunds on the original payment. Bank refunds are used for:
  • Bank Transfer
  • Cash
  • Cheques
  • Direct Debits
  • eWallets
  • Online/Telebanking
  • Prepaid/Voucher
  • Real-time Bank transfers
  • We may reject refund requests if (for the applicable Ingenico ePayments Account) the value of the refunds exceeds 100% of the value of the collected transactions.
  • Refund can be initiated (submitted) as individual transactions online through the Payment Console or via an XML request.
  • Refunds have to be accompanied with the original Merchant’s Unique Transaction Reference Number of the transaction originally collected by us.
  • The maximum refund period is configurable, but may need to be approved by us.