Refunds


In your MultiSafepay account

Full refunds

To refund the full transaction, follow these steps:

  1. Sign in to your MultiSafepay account.
  2. Go to Transactions > Transaction overview.
  3. Search for the transaction and click to open the Transaction details page.
  4. Click Refund order > Full refund.
  5. Click Save.

The transaction is cancelled.

Partial refunds

To refund part of the transaction in the checkout editor, follow these steps:

  1. Sign in to your MultiSafepay account.
  2. Go to Transactions > Transaction overview.
  3. Search for the transaction and click to open the Transaction details page.
  4. Click Refund order > Edit.
  5. Select the item(s) you want to deduct from the order.
  6. Click Save.

The transaction shows the credited item(s) with the deducted amount added to the transaction. A new payment link is generated and sent to the customer with the adjusted invoice.

Discounts

Discounts are processed as a negative amount instead of a negative quantity. This method of adding discounts only applies to successful transactions.

Instead of deleting an item in the checkout editor, you may want to add a discount. Follow these steps:

  1. Sign in to your MultiSafepay account.
  2. Go to Transactions > Transaction overview.
  3. Search for the transaction and click to open the Transaction details page.
  4. Click Refund order > Edit.
  5. Add the discount as a new page in the checkout editor.
    Example: quantity (1) > discount (item or name) > amount (as negative) > VAT
  6. To deduct the amount of the discount, add a new line to the order.
  7. Click Save.

The discount is added to the transaction. A new payment link is generated and sent to the customer with the adjusted invoice.

For support, email the Integration Team at [email protected]

In your backend

You can process refunds in the backend of most ecommerce platforms. For more information, see the User guide in the integration manual for the relevant platform, e.g. Magento 2 – Processing refunds.

Via our API

For pay later methods, you can also refund via our API. Make a POST /orders/{order_id}/refunds request.

See API reference – Refund with shopping cart.

Refund rules

Refunding more than the original transaction 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.

This option is only available for debit card transactions, and not for credit cards or pay later methods. A maximum ammount limit applies.

To enable this option, follow these steps:

  1. Email your request to your account manager at [email protected]
  2. The Risk Team assesses your application.
  3. Once approved, the Risk Team enables the allow more than original function in your MultiSafepay account.
  4. Activate the function in your MultiSafepay account account.

Processing times

The refund processing time depends on the payment method:

  • Direct banking (e.g. KBC, Belfius, ING Homepay, Trustly, Direct Debit): 1 business day 
  • Bank transfers: 2 to 3 business days, depending on the customer’s bank
  • Credit cards: Up to 4 weeks 

Refund period per payment method

The refund period is the maximum number of days after a payment was completed that you can refund it through MultiSafepay. After this time, we recommend using a bank transfer.

This table lists the refund period for each payment method:

Payment method Refund period
AfterPay 730 days
Alipay 365 days
American Express 180 days
Bancontact / Bancontact Mobile 180 days
Bank transfer 730 days
Belfius 730 days
Betaal per Maand 730 days
CBC 730 days
Dotpay 730 days
E-Invoicing 730 days
EPS 730 days
Giropay 730 days
iDEAL 730 days
iDEAL QR 730 days
in3 730 days
ING Home’Pay 730 days
KBC 730 days
Klarna 730 days
Maestro 180 days
MasterCard 180 days
Pay After Delivery 730 days
PayPal 180 days
Paysafecard 180 days
Request to Pay 730 days
SEPA Direct Debit 730 days
Sofort 730 days
Trustly 365 days
Visa 180 days
WeChat Pay 365 days

Reserved status

If the status of the refund is Reserved, it may mean: 

  • The refund hasn’t been processed yet. Refunds are passed to the customer’s bank at midnight on the day they are initiated, and then the status changes to Completed. The bank is now responsible for processing the payment. Refunds may be delayed by the issuing bank.
  • The refund cannot be processed due to insufficient funds in your MultiSafepay account. To top up your balance, see Adding funds to your MultiSafepay balance.

Cancelling refunds

You can cancel a refund while the status is Reserved, and the refund won’t be paid to the customer.

The refund status is Reserved until midnight on the day the refund was initiated. At midnight, the transaction is passed to the customer’s bank to process. You can no longer cancel it via MultiSafepay.

Batching refunds

You can process refunds in batches using our refund script. The script requires 2 parameters:

  • A .csv file that specifies the order ID, amount, and a description of every transaction
  • Your API key

The script is written in PHP, so make sure you have a PHP interpreter installed.

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

For questions, email the Integration Team at [email protected]

For any questions, email the Support Team at [email protected]

Feedback

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Other languages

For an explanation in another language, contact your account manager.