Multipayment refunds
A multipayment is a transaction that consists of multiple partial payments. At least one of these partial payments is made using a gift card. If the balance on the gift card is insufficient, the remaining amount is paid using another payment method.
For refunds, PAY. automatically determines which payment method(s) should be used to return the amount.
How is a multipayment refunded?
The refund is processed according to the following order:
- The refund amount exactly matches the amount paid with one or more gift cards
The full amount is refunded to the gift card(s). - The refund can be split between the gift card and another payment method
The amount that can be refunded to the gift card is returned to the gift card. The remaining amount is refunded via the original payment method. - A refund to the gift card is no longer possible and an IBAN is available
The full refund amount is transferred to the available IBAN. - A refund via the original payment methods is not possible
An error message is displayed. If available, a refund payment link can then be created.
Maximum refund amount
If an IBAN is available for the original transaction, the maximum refund amount is:
Original transaction amount + €30.00
If no IBAN is available, the maximum refund amount is equal to the original transaction amount.
Note: A gift card can only be refunded up to 14 days after the original payment.
Example 1 – Gift card + iDEAL, within 14 days
The customer pays a total of €15.00:
- €5.00 via a gift card
- €10.00 via iDEAL
Because an IBAN is available for the iDEAL payment, the maximum refund amount is €45.00.
| Refund amount | Result |
|---|---|
| €4.00 | Fully refunded via IBAN. The amount does not match the original gift card amount. |
| €5.00 | Fully refunded to the gift card. |
| €6.00 | €5.00 to the gift card and €1.00 via IBAN. |
| €15.00 | €5.00 to the gift card and €10.00 via IBAN. |
| €40.00 | €5.00 to the gift card and €35.00 via IBAN. |
| €100.00 | Error. The refund amount exceeds the maximum allowed amount of €45.00. |
Example 2 – Gift card + iDEAL, after 14 days
The customer pays a total of €15.00:
- €5.00 via a gift card
- €10.00 via iDEAL
After 14 days, the gift card can no longer be refunded. Because an IBAN is available, the full refund amount is transferred to the IBAN.
| Refund amount | Result |
| €4.00 | Fully refunded via IBAN. |
| €5.00 | Fully refunded via IBAN. |
| €40.00 | Fully refunded via IBAN. |
| €100.00 | Error. The refund amount exceeds the maximum allowed amount of €45.00. |
Example 3 – Gift card + PayPal, within 14 days
The customer pays a total of €15.00:
- €5.00 via a gift card
- €10.00 via PayPal
Because no IBAN is available, the maximum refund amount is equal to the original transaction amount of €15.00.
| Refund amount | Result |
| €4.00 | Fully refunded via PayPal. |
| €5.00 | Fully refunded to the gift card. |
| €6.00 | €5.00 to the gift card and €1.00 via PayPal. |
| €15.00 | €5.00 to the gift card and €10.00 via PayPal. |
| €20.00 | Error. The refund amount exceeds the original transaction amount. |
Example 4 – Multiple gift cards, after 14 days
The customer pays a total of €12.00:
- €10.00 via a VVV gift card
- €2.00 via Fashioncheque
After 14 days, the gift cards can no longer be refunded. There is also no other payment method with an IBAN available.
| Refund amount | Result |
| Any amount | Error. Ask the customer for their IBAN and process an IBAN refund instead. |