Refunds

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

Via PAY. you can perform 3 types of refunds:

• Refund of a Transaction
  

  Via the Transaction Overview you can, for every paid transaction, perform one or more refunds. You do need to take into account the maximum refund amount. For a refund, where possible, the details entered by the customer will be used for the repayment. The refund(s) are linked to the relevant transaction so that you can immediately see that a particular transaction has been fully REFUND or partially PARTIAL REFUND refunded.

• External Refund
  

  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 onward. An external refund is not linked to a specific transaction, which has the advantage that you can determine the refund amount yourself. On the other hand, you do need to have the IBAN number and the name of the account holder in order to carry out the repayment.

• Instant Refund
  

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

Availability
Below you will find the availability of refunds per package

1. Refund Statuses

A refund within PAY. can have the statuses below:

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

2. Refunds per Transaction

In general, you can perform multiple refunds per transaction up to the maximum refund amount is reached. An exception to this are credit cards, for which you can create only one refund per transaction.

3. Maximum Refund Amount

In general, you can refund the original order amount + € 30,00 to an end user. An exception to this are credit cards and pay-later payment options, where the refund amount may not be higher than the original order amount.

4. Refunding a 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 directly. You do this by clicking the green arrow of a specific transaction in the transaction overview. As soon as you click the green symbol, a popup appears. Click ''Refund Payments'' to refund the payment Image: Refunding a Payment.

Transaction Overview

Creating a Refund

Refunding a Payment

Refund Created

Type of Refund and Available Customer Details

In some exceptional cases, we do not always have the customer's details. For certain payment options, you therefore need to request the IBAN number and the name of the account holder from the customer in order to carry out the refund. This applies, for example, to paysafecard.

For refunds of Maestro and credit card e-commerce payments, you can refund these back to the card. This does not, however, apply to debit card payments via Maestro or credit card. If you want to issue a refund for these, you need to request the consumer's IBAN details. A complete overview can be found in the table below:

Activating Transaction Refunds

Activating 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. Make sure that in the popup the ''Manage Refunds'' option Image: Activating Manage Refunds is checked.

Refunding a Transaction

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

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

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

• In the Options column, click the green arrow Image: Creating a Refund of the relevant transaction. An alternative way is to click the magnifying glass icon and choose the ''refund payment'' link in the popup.

• A popup opens where you can enter the details of the refund Image: Refunding a Payment. If the customer details are known in our system, they are 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.

  • IBAN

    Enter the IBAN number of the end user.

  • BIC

    Enter the BIC code of the end user's bank. For Dutch banks, this is 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 shown 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 here the amount you have refunded to the customer.

Note
As long as the status PAID is shown 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 PAY.'s system and the repayment to the customer has been initiated.

Via the Transaction Overview you can, for every paid transaction, perform one or more refunds. You do need to take into account the maximum refund amount.

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

5. Multipayment Refunds

Confirmation of Completed 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 cover the transaction, the remaining amount can be settled via another payment option.

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

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

2. If the amount can be fully refunded to a gift card and another part to the original payment option, this option is chosen.

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 is refunded to the IBAN number.

4. Optional: If a refund cannot be issued back, for example in the case of a full payment via gift cards after 14 days, or a follow-up payment that cannot be increased, an error is shown and there is an option to create a refund payment link.
   
   

Examples

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

Example 2
The customer has paid 15 euros, of which 5 euros via a 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:

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.