Refunds and Partial Refunds

In this article, you will learn which payments can be refunded in Payrexx and how to issue a full or partial refund.

Payrexx provides the option to refund payments to customers. You may choose to refund either the full amount or a partial amount.

Requirements

All transactions made using any of the following payment methods can be refunded directly in Payrexx:

• Payment methods from Payrexx Pay (excluding Purchase on Invoice and Crypto)

• Payment methods from Payrexx Pay Plus

• Certain external payment providers

A complete overview of all payment providers that allow refunds via Payrexx can be found in the following article:

Payment Provider Features Matrix

Please note that refunds can only be processed if there are sufficient funds in the account. For more information, see the section on Common mistakes and their reasons.

Processing a Refund

Depending on the card issuer, processing a refund may take up to 10 days.

To issue a full or partial refund in Payrexx, please proceed as follows:

• Log in to your Payrexx account.

• Navigate to Payments > Transactions.

• Locate the transaction you wish to refund.

• Click on the respective row to open the detailed view of the transaction:

Opening the detailed view of a transaction

• Click the "Refund" button:

Processing a refund in Payrexx

If the "Refund" button is not displayed, the refund cannot be processed via Payrexx. In this case, you must choose an alternative method to return the payment.

• If you wish to refund the full amount, leave the value in the "Amount" field unchanged and click "Refund":

Refunding the full transaction amount of CHF 230.00

• If you wish to issue a partial refund, overwrite the value in the "Amount" field with the amount you would like to refund (CHF 100.00 in the example below) and click "Refund":

Refunding a partial amount of CHF 100.00

If you wish to refund an additional partial amount at a later time after a previous partial refund, this can be done at any time.

Costs of refunds

When you issue a refund, you, as the merchant, forfeit the transaction fees from the original payment. Apart from that, no additional costs are incurred for the refund.

Example:

Original transaction (gross):	CHF 230.00
- Transaction fees:	CHF 8.02	This represents the amount lost from the merchant’s perspective.
Original transaction (net):	CHF 221.98
Refund amount:	CHF 230.00

Common mistakes and their reasons

Insufficient funds

If your Payrexx account balance is insufficient to cover the refund, you can either wait for incoming payments to replenish your funds or use the following options to top up your balance and process the refund faster.

First, please confirm which balance needs to be topped up:

• Top up your Payrexx Pay balance if the payment to be refunded was processed through Payrexx Pay.

• Top up your Payrexx Pay Plus balance if the payment to be refunded was processed through Payrexx Pay Plus.

How to check:

• Go to Payments > Transactions and open the relevant transaction.

• Check the entry listed under "Payment Provider":

Example of a payment generated via Payrexx Pay

Top up your Payrexx Pay balance

You can top up your Payrexx Pay balance via bank transfer. Please note that a minimum top-up amount of CHF/EUR/USD 200.00 applies.

To complete the bank transfer, please follow these steps:

1. Open a support ticket and provide your account details (Payrexx Pay), the currency, and the desired top-up amount.

2. Wait for our response containing the relevant bank details.

3. Process the transfer according to the instructions provided.

4. Notify us once the transfer is complete by submitting the bank receipt as a PDF.

5. Wait until the deposited amount is shown as available under "Payouts" in your Payrexx account.

6. Process your refund(s).

Payrexx does not charge any fees for top-ups via bank transfer.

Top up your Payrexx Pay Plus balance

There are two options for topping up your Payrexx Pay Plus balance:

Top up via bank transfer

You can top up your Payrexx Pay Plus balance via bank transfer. Please note that a minimum top-up amount of CHF/EUR/USD 200.00 applies.

To complete the bank transfer, please follow these steps:

1. Open a support ticket and provide your account details (Payrexx Pay Plus), the currency, and the desired top-up amount.

2. Wait for our response containing the relevant bank details.

3. Process the transfer according to the instructions provided.

4. Notify us once the transfer is complete by submitting the bank receipt as a PDF.

5. Wait until the deposited amount is shown as available under "Payouts" in your Payrexx account.

6. Process your refund(s).

Please note that bank transfers for topping up Payrexx Pay Plus balances take several business days to process.

If the currency of the transfer matches the currency of the Payrexx Pay Plus account, no transfer fee is charged. However, standard bank or transfer fees from your own bank may still apply.

Top up via terminal payment

You can also top up your Payrexx Pay Plus balance by making a terminal payment to your own Payrexx account.

Standard transaction fees apply to top-ups made via payment terminals.

TWINT - An error occurred while processing your request

Possible cause 1

Since TWINT is always linked to a bank account, refunds are processed directly to that bank account. The error message "An error occurred while processing your request" may appear if the connection between the TWINT account and the bank account is interrupted between the time of the original transaction and the refund. This can happen for the following reasons:

• The TWINT account used for the original payment no longer exists.

• The customer has since switched to a different TWINT app (i.e. a different bank).

In such cases, please contact the end customer directly to arrange the refund via an alternative method.

Possible cause 2

The error message "An error occurred while processing your request" may also occur if the refund amount includes cent values that are not rounded to 5 cents, for example CHF 15.01, CHF 55.02, or CHF 132.04.

In this case, please adjust the refund amount accordingly by rounding it to 5 cents, for example CHF 15.00, CHF 55.00, or CHF 132.05.

Cancellation of a refund

Please note that it is not possible to reverse or cancel a completed refund in Payrexx. In such cases, you would need to find a bilateral solution with the customer outside of Payrexx.