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.

Full and partial refunds

You can process refunds:

How to refund via your dashboard
  1. Sign in to your MultiSafepay dashboard .
  2. Go to Transactions > Transaction overview, and click on the relevant transaction to open the Transaction details page.
  3. 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 status of the refund starts as reserved, and changes to Completed at midnight.

BNPL refunds

You can refund BNPL orders via:

Full amount via dashboard
  1. Sign in to your MultiSafepay dashboard .
  2. Go to Transactions > Transaction overview, and click on the relevant transaction to open the Transaction details page.
  3. Under Order summary, click Refund order, and then click Refund complete order.
  4. Add any relevant comments in the Description field.
  5. Click Save item changes.
    The order status changes to void.
Partial amount via dashboard

To refund part of the amount:

  1. Sign in to your MultiSafepay dashboard .
  2. Go to Transactions > Transaction overview, and click on the relevant transaction to open the Transaction details page.
  3. Under Order summary, click Change 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 New total amount is correct.
  5. To display a field to enter add any relevant comments, click Description.
  6. Click Save item changes.
    A new refund transaction is generated and the order status is Completed.


User guide

Batches

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

How to batch refunds

Make sure you have a PHP interpreter installed.

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

Provide your site 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:

  • Banking methods: Bancontact (not QR), Bank Transfer, Belfius, CBC/KBC, Dotpay, EPS, Giropay, iDEAL (not QR), SEPA Direct Debit, Sofort, Trustly
  • Credit and debit cards
  • Wallets: Alipay, PayPal, WeChat Pay

Processing time

  • Banking methods and credit cards: 1 business day 
  • Bank Transfer: 2 to 3 business days, depending on the customer's bank

Refunding more than the original amount

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.

How to refund more than the original amount

Supported payment methods

  • All banking methods, except EPS and SEPA Direct Debit
  • 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.

Testing

How to test refunds via your dashboard

You can process full refunds in your MultiSafepay test dashboard .

Partial refunds are not enabled by default. To enable this, email [email protected]

If you refund a payment in your MultiSafepay test dashboard, the transaction status remains reserved or Initialized until the refund is manually approved, since there is no involvement with a bank.

Follow these steps:

  1. Create an order.
  2. Wait until the transaction status changes to Completed.
  3. In your MultiSafepay test dashboard, go to Order summary, and then click Refund order.
  4. Under Refund, enter in the:
    • Account holder name field the account holder name of the account you want to refund to.
    • Amount field the amount to refund.
    • IBAN field the IBAN of the account you want to refund to.
    • Reason/Description field the reason for the refund.
  5. Click Continue.
  6. Under Refund confirmation, check that the description and amount are correct, and then click Confirm.
    A new order is created for the refund, with status reserved or Initialized.
  7. Under Related transactions, select the ID of the refund order.
  8. Under Order summary, click Accept.
  9. In the Add transaction comment field, add a comment, and then click Add.
    The order status changes to Completed.

Supported payment methods

  • Banking methods: Bancontact (not QR), Bank Transfer, Belfius, CBC/KBC, Dotpay, EPS, Giropay, iDEAL (not QR), SEPA Direct Debit, Sofort, Trustly
  • Credit and debit cards
  • BNPL: in3, Klarna
  • Wallets: Alipay, PayPal, WeChat Pay
How to test refunds via API
  1. Create an order.
  2. Make a refund API request.
    A new order is created for the refund. The order status for the refund changes to reserved or Initialized.
  3. In your MultiSafepay test dashboard, go to Related transactions, and then select the ID of the refund order.
  4. Under Order summary, click Accept.
  5. In the Add transaction comment field, add a comment, and then click Add.
    The order status changes to Completed.

Supported payment methods

  • Banking methods: Bancontact (not QR), EPS, Giropay, iDEAL (not QR), SEPA Direct Debit, Sofort, Trustly
  • Credit and debit cards
  • BNPL: in3
  • Wallets: PayPal, WeChat Pay

Time limits

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

MultiSafepay time limits
Refund periodPayment methods
60 daysPayPal
180 daysAll credit and debit cards, Bancontact, Paysafecard
365 daysAlipay, Trustly, WeChat Pay
730 daysAll BNPL methods, all banking methods except Trustly


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Support

Email [email protected]

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