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A refund allows a merchant to return a payment amount to the customer when the service has not been delivered or when a transaction needs to be reversed.

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When to Initiate a Refund

A refund can be initiated when a payment has been successfully collected but the corresponding service has not been delivered to the customer. Refunds are currently supported at the invoice level.
Partial refunds are not supported for now. A refund can only be initiated against an INVOICE marked as PAID.

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Refund for Failed Transaction

In some cases, where amount has been debited however the transcation status shows as failed due to some issue with the acquirer or PSP. And our session remains in OPEN state(as on a single session multiple transaction attempts can be made) The amount is automatically refunded to the customer, which is generally processed within 5-7 business days, depending on the customer’s bank and the payment network. The flow is:
  1. Customer makes the payment.
  2. Payment is initiated successfully and amount is debited.
  3. The session remains in the OPEN state, however the trasnaction status shows as failed due to an issue with the acquirer or PSP end.
  4. The payment is automatically refunded to the customer.
  5. The refund is credited to the customer’s account within the applicable banking timeframe, generally up to 5-7 business days.

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Ways to Initiate Refund

A merchant can initiate a refund using either of the following methods:
  • Admin Panel: The merchant can initiate the refund from the Transact Bridge Admin Panel.
  • API: The merchant can initiate the refund programmatically using the Refund API.
When creating a refund, the merchant can make the refund request to below:
  • Back to source
  • Account Transfer (where merchant needs to provide the customer account number for refund)

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Business Use Cases

Refunds can be used in scenarios such as:
  • Service not delivered: A customer has made a payment, but the merchant is unable to provide the purchased service.
  • Order or service cancellation: A customer cancels an eligible purchase and the merchant needs to return the payment.
  • Payment or processing issue: Amount is debited but the txn status shows failed due to an acquirer or PSP issue. Then the amount is autmatically refunded as per the acquiring bank within 5-7 business days.
Note: Refund availability and processing time may depend on the payment method, acquirer, PSP, and customer’s bank.