Admin panel - Refunds

A refund is a repayment of a (part of a) transaction to an end user. Another commonly used term for this is 'refund'. You will encounter both terms in the PAY. system.

Via PAY., you can process 3 types of refunds:

• Refund of a transaction
  Via the Transaction overview, you can process one or more refunds for each paid transaction . However, you must take the maximum refund amount into account . When processing a refund, the details entered by the customer will be used for the repayment, if possible. The refund(s) will be linked to the relevant transaction so that you can immediately see whether a specific transaction has been fully REFUNDED or partially PARTIAL REFUNDED .

• External restitution
  In some cases, it may be desirable to create a 'standalone refund'. This is possible via the 'External refund' option and is available from the Business package . An external refund is not linked to a specific transaction, which has the advantage that you can determine the refund amount yourself. However, you do need to have the IBAN number and the name of the account holder to process the refund.

• Instant refund
  With an instant refund, the money you refund is immediately in your customer's account – even on weekends, holidays, and at night. You can request the instant refund option starting with the Business package by sending an email with the subject "Instant refund request" (or click here ). You can find more information about the instant refund option here .

Availability
Below you will find the availability of the refunds per package

1. Refund statuses

A refund within PAY. can have the following statuses:

The above statuses are only assigned once the refund has been processed.

2. Refunds per transaction

Generally, you can process multiple refunds per transaction until the maximum refund amount is reached. An exception to this applies to credit cards, where you can create one refund per transaction.

3. Maximum refund amount

Generally, you can refund the original order amount + €30.00 to an end user. An exception to this applies to credit cards and pay-later options, where the refund amount may not exceed the original order amount.

4. Refund transaction

Via the " Transaction overview ", you can refund any transaction with the status PAID to your customer . Image: Transaction overview . If the customer details are known in our system, they are pre-filled and you can create a refund immediately. You do this by pressing the green arrow of a specific transaction in the transaction overview. As soon as you click on the green symbol, a popup appears. Click on "Refund payments" to refund the payment. Image: Refund payment .

Transaction overview

create refund

Refund payment

Refund created

Type of refund and available customer details

In a few exceptional cases, we do not always have the customer details available. For some payment options, you therefore need to request the IBAN number and name of the account holder from the relevant customer in order to process the refund. This applies, for example, to paysafecard .

For refunds of Maestro and credit card e-commerce payments, you can book the funds back to the card. However, this does not apply to debit card payments via Maestro or credit card. If you wish to process a refund for these, you must request the consumer's IBAN details. A complete overview can be found in the table below:

Activate refund transaction

activate manage refunds

The "Refund transaction" option is not activated by default. You can activate this option via the "Change package options" link on the Merchant > Company tab https://admin.pay.nl/my_merchant. Ensure that the "Manage refunds" option is checked in the popup . Image: Activate manage refunds.

Refund a transaction

To create a refund for an existing transaction, follow the steps below:

• In the Admin Panel, go to the Transactions tab > Summary https://admin.pay.nl/transactions .

• In the ''Transaction overview' Image: Transaction overview, look for the transaction you want to refund.

• In the Options column , click on the green arrow Image: Create refund for the relevant transaction. An alternative way is to click on the magnifying glass icon and select the "refund payment" link in the popup.

• A popup opens where you can enter the details of the refund. Image: Refund payment . If the customer details are known in our system, they will be pre-filled.

• Bank account Under "Bank Account", you will find the fields below:

  • Account holder Enter the name of the account holder of the account to which you want to refund the amount here.

  • IBAN Enter the end user's IBAN number.

  • BIC Enter the BIC code of the end user's bank. For Dutch banks, these are automatically generated based on the IBAN number.

• Payment Under "Payment", you will find the fields below:

  • Amount Refund amount to be transferred

  • Description This description is used as a reference for the refund (max. 32 characters).

  • Processing date Select the date on which the refund should be processed

• Once all fields are filled in, click the "Add" button in the popup to create the refund.

• You return to the Transaction overview . For the relevant transaction, the refund icon is now displayed in the Options column . Image: Refund created . If you hover your mouse over the icon, the refund amount is shown. Have you configured the Refund amount column ? Then you will find the amount you refunded to the customer here.

Please note:
As long as the status PAID is displayed for a transaction you have refunded, you can still cancel / delete this refund . If the status has changed to REFUND or PARTIAL REFUND, this means that the refund has been processed by the PAY. system and the refund to the customer has been initiated.

Via the Transaction overview , you can process one or more refunds for each paid transaction . However, you must take the maximum refund amount into account .

Availability
Below you will find in which packages this option is available.

5. Multipayment refunds

Confirmation of executed multi-refund

When a transaction consists of multiple partial payments, we refer to this as 'multipayments'. One of the partial payments in a 'multipayment' always consists of a payment via a gift card. If the balance on the gift card is insufficient to complete the transaction, the remaining amount can be settled using another payment option.

The question is "How do we handle a refund of a multipayment now?"

1. If the amount is exactly equal to the amount paid with one or more gift cards, the amount will be refunded to the gift card(s).

2. If the full amount can be refunded on a gift card and another part via the original payment option, this is selected.

3. If the amount can no longer be refunded to the gift card but there is a payment option with an IBAN number, the full amount will be refunded to the IBAN number.

4. Optional: If a refund is not possible, for example in the case of a full payment via gift cards after 14 days or a subsequent payment that cannot be increased, an error will be displayed and there is an option to create a refund payment link.
   
   

Examples

Example 1:
The customer paid 15 euros, of which 5 euros was via gift card and 10 euros via iDEAL. For a refund within 14 days, the following rules apply per amount:

Example 2:
The customer paid 15 euros, of which 5 euros was via gift card and 10 euros via iDEAL. For a refund after 14 days, the following rules apply per amount:

Example 3:
The customer paid 15 euros, of which 5 euros was via gift card and 10 euros via PayPal. For a refund within 14 days, the following rules apply per amount:

Example 4
The customer paid 12 euros, of which 10 euros was paid via the VVV card and 2 euros via the Fashionchque. For a refund after 14 days, the following rules apply per amount:

6. Batch refunds

If you want to process multiple refunds to (end) customers periodically (for example, weekly), you can use the PAY. Refunder for this. With the Refunder, you upload a Microsoft Excel (.xlsx or .csv) file into the tool.

Two columns are required in the Excel file: the amount (in cents) and the transaction reference (preferably the PAY. "Order-Id" or the "Order Number"). After all, we need to know which amount to refund for which transaction.

Enter API Token

Select Needle

Manage and process refunds

To create a batch refund order:

1. Open the PAY. Refund

2. Enter an API token with refund rights. You can find an overview of API tokens here: https://admin.pay.nl/company/tokens

3. Click on Choose File and upload the Excel file from your computer.

4. For Needle , select the column from the dropdown containing the PAY. OrderId or your webshop Order Number.

5. Under Amount , select the column from the dropdown containing the amount you want to refund. Important: the "Amount" column in your Excel file must contain the refund amount in cents.

6. Click on Search Transactions

7. The Refund tool now shows a result. In the table below, you will find the meaning per column:

   Column name	Meaning
   ID	Order ID or Order number of the transaction
   Code	PAY Transaction ID.
   Payment option	The payment option with which the transaction was initially initiated (for example iDEAL)
   Made	The date and time the transaction was made at PAY.
   Original amount	The original transaction amount when the transaction was made
   Already refunded	Contains an amount in EUR if a refund has already been processed on the transaction
   Left amount	Contains the amount that can still be refunded after processing the refund
   Refund request	The refund amount in EURO according to your Excel file, which you can still adjust if desired.
   After refund	The transaction amount after you have processed the refund

8. On the right side of each line, in the Select column, you will see a checkbox. Only lines that are marked will be included in the Refund order.

9. Click on the blue Refund Transactions button to start the Refund batch.
   
   

7. Create outgoing IBAN refund

Via an 'External refund', you can issue a refund to a customer based on an IBAN number and account holder name. This also means that you must have these customer details to process the refund. It is not possible to issue an external refund to a gift card, credit card, Riverty, Billink, or PayPal account.

Activate external refund

'External refund' is not activated by default. You can activate this option via the 'Change package options' link on the Merchant » Company tab https://admin.pay.nl/my_merchant . Ensure that the 'IBAN transfers' option is checked in the popup . Image: Activate external refunds .

Need help activating?

You can find more information about activating a package option here . Do you want to use 'External refund' but your current package does not support this option? Then you can upgrade very easily.

Create external refund

• In the Admin Panel, go to the Transactions tab » Outgoing (IBAN) » Scheduled https://admin.pay.nl/endusers/refund .

• In the 'Refund overview', click the 'add' button . Image: Create refund at the bottom of the page.

• A new page opens where you can enter the details of the refund. Image: Create external refunds .

• Website information
  Under 'Website information', you will find the fields below:

  • Sales location
    Select the sales location to which the 'External refund' should be linked.

• Bank account
  Under 'Bank Account', you will find the fields below:

  • Account holder
    Enter the name of the account holder to whom you want to refund the amount here.

  • IBAN
    Enter the end user's IBAN number.

  • BIC
    Enter the BIC code of the end user's bank. For Dutch banks, these are automatically generated based on the IBAN number.

• Payment
  Under 'Payment', you will find the fields below:

  • Amount
    Refund amount to be transferred

  • Description
    This description is used as a reference for the refund (max. 32 characters).

  • Processing date
    Select the date on which the refund should be processed

• Once all fields have been filled in, click the 'Add' button at the bottom of the page to create the external refund.

Important: The limit is set to €250 by default.

External refund created

After creating the external refund, return to the Refund overview screen. You will see that the external refund you just created is now displayed in the overview Image: External refund created . The refund is now ready to be processed.

Refunds are processed by the PAY. system every working day at 10:00 AM . After processing, the transaction receives the status REFUND or PARTIAL REFUND and is moved to the ' Completed transactions ' page. From this moment on, it is no longer possible to cancel or delete a refund .

Availability
Below you will find in which packages this option is available.

8. Remove refund

Have you created a refund that you would like to cancel or delete? That is no problem, as long as you delete the refund before 10:00 AM . From this moment on, the PAY. system processes the refund and the amount will be reimbursed to the end user.

You can remove one or more refunds at the same time. To do this, follow the steps below:

• In the Admin Panel, go to the Transactions tab » Outgoing (IBAN) » Scheduled https://admin.pay.nl/endusers/refund.

• In the 'Refund overview', you can see all refunds that have not yet been processed and that you can therefore still delete.

• Check the checkbox of the refund you want to remove. Image: Remove refund. It is possible to select multiple refunds.

• In the selection screen at the bottom of the table, select the Delete option and click the 'OK' button.

• The selected refunds are now being removed. You will return to the Refund Overview screen, where you will find the refunds you just removed with the status 'removed'. Image: Refund removed.
  
  

9. Refunds carried out

Executed refunds are transactions that have been processed by the PAY. system and where the refund to the end user has been initiated.

From this moment on, the transaction has the status REFUND in the event of a full refund of the order amount , or the status PARTIAL REFUND in the case of a partial refund.

View processed refunds

Refunds processed

View details of an issued refund

To view the overview of processed refunds, follow the steps below:

• In the Admin Panel, go to the Transactions tab » Outgoing (IBAN) » Executed https://admin.pay.nl/endusers/refund_log.

• On the page that opens, you will find all refunds processed by the PAY. system. Image: Processed refunds.

• Click the 'Details' link in the Options column to view all details of a refund. Image: View details of an processed refund.

Credit card and Billink refunds

Please note: In the overview of processed refunds, you will currently only find refunds based on IBAN number. This means that credit card (card refund) and Billink (account refund) refunds are not (yet) displayed in this overview. However, this will change in the near future.

You can find the credit card and Billink refunds via the 'Transaction overview'.

10. Consumer Confirmation Email

If you wish for PAY. to send a confirmation of the (upcoming) refund directly to the payer, you can configure this per sales location under the notifications section. This allows you to notify the user of your instruction to PAY. to process a refund. In the email, we include the scrambled IBAN number (NL**RABO0123***789) to which the refund will be made. If a gift card was used for a payment and is being topped up, we also email the card number and PIN so that the customer can use it again.

The email is sent in the user's language to the email address included with the transaction.

You have the following options:

• Do not email
• Only email for multipayment refunds or if gift cards have been used.
• Always send an email

This option is available starting with the professional package.