Refunds

Cancellation

You can cancel a refund while the status is Initialized or Reserved.

For more information, see Refund payments – Cancellation.

Amount limit

You cannot refund more than the original transaction.

Processing times

• You can process refunds via MultiSafepay for up to 180 days after payment was completed.

• MultiSafepay sends refunds to the issuer for processing within 1 business day.

• Refunds arrive in the customer's account within 1 to 14 business days, depending on the issuer.

Visibility

• Whether or not the refund is visible to the customer depends on the issuer's system.
• If the card used for the original payment has expired or been replaced, the refund can still be processed to the original card. The issuer determines how the refund is credited to the customer's account or replacement card.
• Depending on the issuer, the amount may not appear directly on the customer's card. We recommend the customer to contact the issuer.
  • If a customer needs an acquirer reference number (ARN), you can find this in your dashboard on the relevant Transaction details page.
  • ARNs are not provided if the refund is processed within the same day as the transaction.

Reversals

• If you process a partial refund within the same day as the transaction, this is technically called a reversal. For simplicity, reversals are recorded as refunds in your MultiSafepay dashboard.

• On the customer's card statement, the transaction may either be:

  • Adjusted to the new amount = Partial reversal
  • Not debited at all = Full reversal

• You cannot cancel reversals because the funds are returned to the customer immediately.

⚠️Note: If you have processed a reversal or a refund, but the customer hasn't received their funds, you can send them a receipt of the transaction. For more information, see Refund receipts .

💬

Support

Email [email protected]