Refunds and cancellations
Can we submit more than one refund on the same order in the same day?
Yes, you can submit multiple refunds on the same order and on the same day. But be aware that local card acquiring channels in Argentina, Brazil, Mexico and Columbia impose restrictions on multiple refunds.
How do I know if the refund is successful?
We confirm the successful registration in real-time. This can be seen as a successful response to a refund request on a payment. In most cases the refund however still has to be processed.
Refund requests are executed as a reverse payment request and take a few business days depending on the country and the payment product used to credit the consumer’s account.
Once we have received the confirmation that the consumer has received the funds. The status of the refund object is then changed to Refunded. The successful refund is also communicated in our report files.
How do I perform a refund?
You can refund any transaction that is in a refundable state. Where possible refunds are processed through the same channels as the original payment and using the same credentials. When this is not possible a refund can be initiated to the bank account of the consumer.
You can either submit any refund request through the API or through our Back Office web interface.
For more information on refunds per payment products, rules and restrictions, click here.