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).

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.

Provide:

• 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]