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Refund Flow

Once a refund is initiated, a set of processes happen behind the scenes, varying according to the state of the payout at the moment the refund is initiated.

Refunds initiated by the platform​

This kind of refunds are initiated by the platform using the Initiate Refund request.

note

In some rare cases a bank can decide to block a transaction due to compliance reason. In that case, a refund will be automatically executed and would follow the same flow as the one described below.

Non-started payouts​

The money hasn't been transferred to the creditors yet, so the refund will not have associated transfers, since the payout hasn't been rolled out.

  • Refund Initiated: the refund has been requested by the platform.
  • Refund Completed: the reimbursement has been completed and we have confirmed that it has arrived to the debtor. It indicates the end of the refund process.
graph LR; a[Refund Initiated] --> c[Refund Completed]

Started payouts​

The payout transfers to the multiple creditors have been initiated, so each of the transfers is reverted and the related amount is deducted from each creditor's account. One TRANSFER_RECEIVED_FROM_CREDITOR webhook is emitted per involved Platform and Merchant.

  • Refund Initiated: the refund has been requested by the platform.
  • Transfer Received from Creditor: confirmation that we have received the funds from a creditor.
  • Refund Completed: the reimbursement has been completed and we have confirmed that it has arrived to the debtor. It indicates the end of the refund process.
graph LR; a[Refund Initiated] --> b1[Transfer Received from Creditor] a --> b2[Transfer Received from Creditor] a --> b3[Transfer Received from Creditor] b1 --> d{{Transfers}} b2 --> d b3 --> d d -. Once all transfers are received .-> e[Refund Completed]

Refunds initiated by the buyer​

This kind of refunds are initiated by the buyer by contacting his/her bank. Once we receive the order from the bank, we will proceed with the refund.

note

If a SDD payment with a cancelled mandate associated has been performed, the buyer's bank would automatically reject the payment. In that case, a refund will be automatically executed and would follow the same flow as the one described below.

Non-started payouts​

The money hasn't been transferred to the creditors yet, so the refund will not have associated transfers, since the payout hasn't been rolled out.

  • Refund Initiated from Buyer: the refund has been requested by the buyer's bank.
  • Refund Completed: the reimbursement has been completed and we have confirmed that it has arrived to the debtor. It indicates the end of the refund process.
graph LR; a[Refund Initiated from Buyer] --> c[Refund Completed]

Started payouts​

The payout transfers to the multiple creditors have been initiated, so each of the transfers is reverted and the related amount is deducted from each creditor's account. One TRANSFER_RECEIVED_FROM_CREDITOR webhook is emitted per involved Platform and Merchant.

  • Refund Initiated from Buyer: the refund has been requested by the buyer's bank.
  • Transfer Received from Creditor: confirmation that we have received the funds from a creditor.
  • Refund Completed: the reimbursement has been completed and we have confirmed that it has arrived to the debtor. It indicates the end of the refund process.
graph LR; a[Refund Initiated from Buyer] --> b1[Transfer Received from Creditor] a --> b2[Transfer Received from Creditor] a --> b3[Transfer Received from Creditor] b1 --> d{{Transfers}} b2 --> d b3 --> d d -. Once all transfers are received .-> e[Refund Completed]