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.
• 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.

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