Refunds

1. What exactly is a refund?
Refund is a reimbursement, a return of the paid sum in full or in part. 

2. When may refunds occur?
Refunds may occur in various scenarios, e.g. when a customer returns goods within the 14 day period, in case of warranty claims, compensations for undelivered goods etc. In all the mentioned cases, you – as a merchant – need to send money back to your customer. The payment gateway is used especially for refunds occurring within 6 months from an order. Nevertheless, even older transactions may be refunded. In addition, the card associations oblige merchants to refund card payments within 6 months from the day of purchase always to the payment card used for the original transaction (except for cases, where the payment card expires in the meantime).

3. For what payment methods are refunds available?
Refunds via the payment gateway are available for all payment methods and currencies.

4. How may I ask for a refund via the payment gateway?
There are two possible ways of asking for a refund. First, you may simply log in to the Client Portal, look up the given transaction a press the refund button. Alternatively, your programmer may add an option of initiating a refund request in the API communication with the payment gateway (this is recommended especially for larger number of refunds). Please find more information in the API interface description.

5. What payments may be refunded?
A refund may be requested for PAID or PENDING transactions. In case of pending transactions, the request will be processed only after the payment switches to the paid mode. Your request, however, will not be lost and will be waiting on the payment gateway for a period of 14 business days. If the final status of the payment is cancelled, the refund request will be automatically cancelled as well.

6. How does the payment gateway carry out the refund? What are the conditions?
The payment gateway receives your refund request and puts in the queue of tasks to be processed. The transaction is conditional upon sufficient turnover of new transactions from your online stores. The request will be fully processed as soon as the system registers a volume of incoming transactions at least equal to the requested refund.

Example no. 1 The incoming transaction is sufficient.
The shop requires a refund of CZK 500. Within the following several minutes, a new customer uses the payment gateway to pay CZK 600. The payment gateway deducts the CZK 500 from the daily transfer and sends the refund.

Example no. 2 The incoming transaction suffices only partially.
The shop requires a refund of CZK 500. During the same day, a new customer pays CZK 300 via the payment gateway. The payment gateway deducts the sum of CZK 300 and waits for another transaction. If no additional transactions take place via the payment gateway on that day, the Merchant will be paid no daily transfer for that day. On the next day, another customer pays CZK 400. The payment gateway deducts CZK 200 and makes the refund. In the bulk daily transfer for the next day, the Merchant will receive the remainder of the sum.

If a refund request is about to expire and you are concerned that no further transactions are about to take place on your online store, please contact our customer services. This, however, happens only rarely.

7. How long until a customer gets the refund back?
We will carry out the refund immediately after the sufficient amount of subsequent transactions is reached. For payment buttons, we generate the transfer in the afternoon of the same day and send the sum to your customer’s account.

In case of payment cards, we also immediately forward the refund request to the processing bank, which, in turn, forwards it to the issuing bank for processing.

Please be aware that in case of foreign currencies or payment card refunds, refunds may take even several days. This may be the reason of longer processing periods for foreign orders or card association or issuing bank procedures.

8. What are the refund statuses and where can I find them?
Refund requests have the following statuses:
● AWAITING PAYMENT CONFIRMATION = this occurs if the payment request is in the Pending mode. The payment must first switch do Paid before a refund can be effected.

● AWAITING SUFFICIENT FUNDS = the payment gateway does not currently register a sufficient sum of incoming transactions (equal to the refund sum). The refund will be effected when sufficient amount of transactions is processed.

● AWAITING PAYMENT = the payment gateway registers sufficient amount of funds and the payment request was sent to the processing bank or bank transfer was generated for processing. Until we receive a confirmation from the processing bank about the success of the transaction or until we register a successfully effected bank order, this status will be displayed.

● REJECTED = the time limit of 14 business day to effect the refund expired or the refund was rejected by the issuing bank.
● CANCELLED = the refund was cancelled at the request of the Merchant.

A refund can have one of two statuses:
● AWAITING REFUND = the payment gateway system accepted your refund request, however, the refund was not yet effected. Every refund request must go through this stage. A refund cannot be in this stage for more than 14 business days. After the expiration of the mentioned period, your request will be automatically cancelled. The reason may be, for example, however not exclusively, waiting for the generation of bank transfer (payments are sent every business day in the afternoon), failure to meet the condition of sufficient turnover or a problem on the part of the processing bank (this happens only exceptionally).

● REFUNDED = this is a confirmed refund successfully paid and – in case of payment cards – also confirmed by the issuing bank.

You may find the statuses on the Client Portal under transaction summary.

9. Is there a time limit for processing refund requests?
Yes, every request has a processing limit of 14 business days. After the expiration of the limit, the request will be automatically cancelled. The request may then be made again.

10. What happens after the refund request time limit expires?
After the expiration of the 14 business days, the refund request will be automatically cancelled. In case of partial retention of funds, those will be added to the sum sent to your bank account.
Consequently, you may request the refund again.

11. How can I check, whether I already asked for a refund?
You can verify that information directly on the Client Portal, namely in the transaction summary. Also, you may find an overview of refund requests in the details of each payment, as well as the status of each request.

12. How much will a refund cost me?
Refunds are priced at CZK 2 per every single refund. In case of payments in foreign currencies, an equivalent in the applicable currency is charged, i.e. EUR 0.07 / USD 0.08 / GBP 0.06 / PLN 0.29 / HUF 25.
The fee will be billed in the invoice for the corresponding month.

13. How is money actually transferred during a refund?
Refunds are normally deducted from the daily bulk transfers of your payments, meaning that we will send you a transfer lowered by the refunded sum. This means that there is no need for you to pay refunds by manual bank transfers. We will take care of refunds on our part. The refund fee will be deducted together with the refund itself.

A refund may be deducted also from multiple transactions, such as in the following example:

Example: An online store wishes to refund CZK 2,500 as a result of customer complaint. After the refund request is made, 3 payments take place on the online store’s payment gateway, namely CZK 500 followed by CZK 1,600 and CZK 2,000. The refund fee is CZK 2.

In this case, the payment gateway will automatically deduct CZK 500, 1600 and 400 for the refund plus the fee of CZK 2. At the end of the day, the merchant will get CZK 1,598 to its bank account.

14. Where can I found, how much was deducted from the daily transfer as a refund?
As a part of the daily csv file, we will provide you with information regarding the deducted funds including identification of payment, in respect of which each refund was done. Please be aware that the date information for refunds means the date of the refund rather than of the original transaction.

15. Can I get a summary of refunds for a given month?
You may access this information at any time on our Client Portal. Use transaction summaries, time filters and refund statuses as required. If necessary, you may download the information as csv file and work with the data further. 

16. What is the maximum amount of a refund?
The amount of a refund is limited by the original transaction. Example: If the original transaction was CZK 500, the related refund may only be CZK 500 or less.

17. May transactions be partially refunded?
Yes, however the amount of the original transaction must be observed. The payment gateway allows for several requests for partial refund.

Example: The original transaction was CZK 500, meaning that the refund can be done e.g. for CZK 200 (e.g. only one of the products the customer paid for).

In the next month, another sum may be requested, e.g. CZK 150.

18. Is there any limit on the number of refunds for a single payment?
The payment gateway does not limit the number of refunds; on the other hand, the limit of the total sum equal to the sum of the original transaction should be borne in mind. At the same time, a fee is charged for every single refund.

19. Can multiple refunds be done at the same time?
This option is available solely by API communication. Please find more information in the implementation documents.

20. What can I do in case of a failed refund?
A refund may fail if the transactions on your online store do not suffice to cover the sum of the refund. In such case, a refund request will expire in 14 business days. This limit is, however, long enough to prevent such scenario. If, in exceptional cases, the refund request does expire, the refund may be requested again. Alternatively, you may contact our customer support.

21. I have enough money from transactions and the refund still failed.
In such case, please check the request status on the Client Portal first. You will find the related information in the detail information for a specific payment lower on the page.

● AWAITING PAYMENT CONFIRMATION = this occurs if the payment request is in the Pending mode. The payment must first switch do Paid before a refund can be affected.

● AWAITING SUFFICIENT FUNDS = the payment gateway does not currently register a sufficient sum of incoming transactions (equal to the refund sum). The refund will be effected when sufficient amount of transactions is processed.

● AWAITING PAYMENT = the payment gateway registers sufficient amount of funds and the payment request was sent to the processing bank or bank transfer was generated for processing. Until we receive a confirmation from the processing bank about the success of the transaction or until we register a successfully effected bank order, this status will be displayed.

● REJECTED = the time limit of 14 business day to effect the refund expired or the refund was rejected by the issuing bank.
● CANCELLED = the refund was cancelled at the request of the Merchant.

IN CASE OF PAYMENT BUTTONS, we generate bank transfers to effect refunds according to your requests in the afternoon of every business day. As soon as the bank transfer is processed by the bank, we will confirm you the refund as successful. This means that if you send a refund request e.g. at 6 PM or during the weekend, it will not be processed until the next business day. This also means that final confirmation may be delayed.

IN CASE OF PAYMENT CARDS, the payment gateway is ready for possible failed acceptance of the request by the processing bank and keeps repeating the request in preset time intervals. This eliminates the risk of unsuccessful refund request.

In certain cases, delay may result from procedures on the part of the issuing bank or card associations, resulting in a longer than usual processing time.

22. Is it possible to cancel a refund request?
Yes, the system allows you to cancel a request in the payment detail menu, until the refund is effected, i.e. as long as the request status reads:

● awaiting payment confirmation
● awaiting sufficient finances.
If our system already retained a part of the sum to be refunded, we will transfer the funds to you together with the next daily transfer.