This page provides information about processing refunds with MultiSafepay.

• Refunds can only be processed for payments linked to transactions, otherwise the customer receives credit on their invoice instead.
• Refunds are only processed if there are enough funds in your account balance.
• Customers receive refunds in the bank account they originally paid from.

For information about credit and debit card refunds and reversals, see Card refunds.

Full and partial refunds

You can process refunds:

• Via our API - Refund order
• In most of our ready-made integrations
• Via your dashboard

How to refund via your dashboard

1. Sign in to your MultiSafepay dashboard .
2. Go to Transactions > Transaction overview, and then click the relevant transaction.
3. On the Transaction details page, under Order summary, click Refund order:
   • Partial refund: In the Amount field, enter the amount to refund.
   • Full refund: Don't change the amount.

4. Click Continue, and then click Confirm.

The refund becomes a new transaction, which you can find on the original Transaction details page under Related transactions.

The order status of the refund starts as Reserved, and changes to Completed at midnight.

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BNPL refunds

You can refund BNPL orders via:

• API - Refund order > BNPL refund
• Your dashboard

Full refunds via dashboard

1. Sign in to your MultiSafepay dashboard .
2. Go to Transactions > Transaction overview, and then click the relevant transaction.
3. On the Transaction details page, under Order summary, click Refund order > Refund whole order.
4. Add any relevant comments in the Description field.
5. Click Save changes. The order status changes to Completed.

Partial refunds via dashboard

To refund part of the amount:

1. Sign in to your MultiSafepay dashboard .
2. Go to Transactions > Transaction overview, and then click the relevant transaction.
3. On the Transaction details page, under Order details, click Edit order.
   • In the Quantity field, enter the number of units to refund.
   • In the Name field, enter the name of the item to refund.
   • In the Unit price field, enter the single unit price as a negative number, e.g. -10.
   • From the Tax list, select None (0.0%).
4. Click Add, and then check that the Total amount is correct.
5. To display a field to enter add any relevant comments, click Description.
6. Click Save changes.
   A new refund transaction is generated and the order status is Completed.

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Card refunds

For information about credit and debit card refunds and reversals, see Card refunds.

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User guide

Amount limits

You can refund customers more than the amount of the original transaction, e.g. if you want to cover the customer's postage costs when returning an order. A maximum amount applies.

Refunds exceeding the original amount

Supported payment methods

• All banking methods, except direct debit and EPS
• Gift cards
• Paysafecard
• Alipay

Activation

Email a request to [email protected]

The Risk Team assesses your request. Once approved, we enable it for your account.

Your account must still have sufficient funds to cover the refund amount. If your balance is insufficient, the applicable refund amount limits still apply.

Batches

You can process refunds in batches using our PHP refund script.

How to process refunds in batches

Make sure you have a PHP interpreter installed.

For instructions and to download, see MultiSafepay GitHub - Refund script .

Provide your website API key and a .csv file specifying the order ID, amount, and a description of all the transactions in the batch.

Cancellation

You can cancel a refund via MultiSafepay while the status is Initialized or Reserved, which is until midnight on the day the refund was initiated. At midnight, the transaction is passed to the customer's bank to process. Then the status changes to Completed and you can no longer cancel it via MultiSafepay.

You can't cancel reversals. For more information, see Card payments - Reversals.

Live refunds

For some payment methods, refund orders in the live environment are processed automatically.

Supported payment methods

Refund orders in the live environment are processed automatically for the following methods:

• Credit and debit cards
• Wallets: Alipay, PayPal, WeChat Pay

Processing times

• Banking methods: 1 business day 
• Bank transfers: 2 to 3 business days, depending on the customer's bank
• Cards: 1 to 14 business days, depending on the issuer

Proof of refund

If a customer wants a receipt for a refund, you can download a PDF version from your dashboard. This is feature is supported for the following payment methods:

• Card payments (this includes Google Pay and Apple Pay)
• Bank transfer

How to download a proof of refund

To download a refund receipt:

1. Sign in to your MultiSafepay dashboard .
2. Go to Transactions > Transaction overview.
3. In the Keyword search box, filter by refund, and then click Search (or press Enter).
4. Click the relevant transaction.
5. On the Transaction summary page, under Transaction details, click the PDF icon next to Payment method: Refund.

The receipt PDF is downloaded.

To learn how to add your header or logo to the receipt, see Logos and icons.

Refund statuses

For more information about refund statuses, see Refund statuses.

Testing

Payments that can be tested in the MultiSafepay test environment also support test refunds. See Refunds - Testing payment methods .

Time limits

There is a limit on how long after payment was completed that you can refund via MultiSafepay. After this time, we recommend doing a bank transfer (no time limit, so long as the receiving bank can process the refund).

Check the table below to learn more about time limits for refunds:

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Support

Email [email protected]