Credit card refunds

This page provides general guidance on refunding credit card payments.

Refund rules

  • You cannot refund more than the original transaction.

  • MultiSafepay sends refunds to the issuer within 1 business day.

  • Whether or not the refund is visible to the customer depends on the issuer’s system.

  • Depending on the issuer, the amount may not appear directly on the customer’s card. We recommend that they contact the issuer. If they need an acquirer reference number (ARN), they can email [email protected]

  • You can process refunds via MultiSafepay for up to 180 days after payment was completed.


If you process a partial refund on the same day, this is technically called a “reversal”, but for simplicity is logged as a refund in your MultiSafepay dashboard.

On the customer’s credit card statement, the transaction may either be:

  • Adjusted to the new amount= Partial reversal
  • Not debited at all= Full reversal


For any questions, email [email protected]


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Other languages

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