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Refunds allow you to return funds to a payer after a payment has been completed. They are used to correct errors, handle cancellations, or resolve customer issues.

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How refunds work

Refunds follow a simple flow: initiate, process, and complete.
  1. Initiate a refund Select a completed payment and specify the amount to return.
  2. Process the refund The refund is submitted through the original payment method.
  3. Complete the refund Funds are returned to the payer, and the refund reaches a final state.

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Full and partial refunds

You can issue:
  • Full refunds — return the entire payment amount
  • Partial refunds — return a portion of the payment
Multiple partial refunds can be issued up to the original payment amount.

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Eligibility

Refunds can only be issued for payments that have:
  • Reached a Succeeded state
  • Not already been fully refunded

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Refund methods

Refunds are typically sent using the original payment method.
  • Card payments are refunded back to the card
  • Direct debit payments are returned to the payer’s bank account
The exact behavior depends on the payment method and network.

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Timing

Refund timing depends on the payment method:
  • Cards — typically processed within a few business days
  • Direct debit — may take multiple business days
The payer’s bank may also affect how quickly funds are received.

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Status and tracking

Refunds are tracked separately from the original payment. You can:
  • View refund status in the Console
  • Track refund progress via webhooks
  • Associate refunds with the original payment
Refunds typically move through:
  • Processing
  • Completed

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Impact on reconciliation

Refunds affect your financial records and reporting.
  • The refunded amount is deducted from your balance
  • The original payment remains recorded
  • Refunds are linked to the original transaction
Ensure your reconciliation process accounts for both payments and refunds.

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When to issue a refund

Use refunds when:
  • A payment was made in error
  • A service or transaction is canceled
  • You need to return funds to the payer

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Best practices

  • Confirm the refund amount before initiating
  • Use partial refunds when only a portion needs to be returned
  • Communicate refund timing to the payer
  • Track refunds alongside original payments for reconciliation

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Summary

  • Refunds return funds to a payer after a completed payment
  • They can be full or partial and are tied to the original payment
  • Timing depends on the payment method and network
  • Refunds should be tracked and reconciled alongside payments
Last modified on March 29, 2026