About refunds

This page provides information about processing refunds with MultiSafepay.

For support with refunds, email [email protected]

Refund rules

  • Refunds are only processed if there are enough funds in your MultiSafepay balance.

  • Refunds can only be processed for payments linked to transactions, otherwise the customer receives credit on their invoice instead.

  • Customers receive refunds in the bank account they originally paid from.

Processing times

Refund processing time per payment method:

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

MultiSafepay time limit

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).

Refund period Payment methods
60 days PayPal
180 days All credit and debit cards, Bancontact, Paysafecard
365 days Alipay, Trustly, WeChat Pay
730 days All pay later methods, all banking methods except Trustly

Refunding more than the original transaction amount

Applies to:

  • All banking methods, except EPS and SEPA Direct Debit
  • Gift cards
  • Paysafecard
  • Alipay

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.

To apply, follow these steps:

  1. Email a request to [email protected]
  2. The Risk Team assesses your request.
  3. Once approved, the Risk Team enables the Allow more than original function for your MultiSafepay account.

Cancelling refunds

  • 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.

Batching refunds

You can process refunds in batches using our refund script.


  • A .csv file specifying the order ID, amount, and description of all the transactions
  • Your API key

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

For how to use the script and to download, see MultiSafepay GitHub – Refund script.

For support, email [email protected]


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Other languages

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