> For the complete documentation index, see [llms.txt](https://docs.payrexx.com/merchant/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payrexx.com/merchant/english/payment/functionalities/refunds.md). # Refunds and Partial Refunds 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](/merchant/english/payment-provider/payrexx-pay.md) (excluding [Purchase on Invoice](/merchant/english/payment-provider/payrexx-pay/payment-methods/purchase-on-invoice.md) and [Crypto](/merchant/english/payment-provider/payrexx-pay/payment-methods/crypto.md)) * Payment methods from [Payrexx Pay Plus](/merchant/english/payment-provider/payrexx-pay.md) * Certain [external payment providers](/merchant/english/payment-provider/external-payment-provider.md) A complete overview of all payment providers that allow refunds via Payrexx can be found in the following article: {% content-ref url="/pages/-M\_5q7zPuSWKL65zOh5k" %} [Payment Provider Features Matrix](/merchant/english/payment-provider/psp-features.md) {% endcontent-ref %} 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](#common-mistakes-and-their-reasons). ## Processing a Refund {% hint style="info" %} Depending on the card issuer, processing a refund may take up to 10 days. {% endhint %} To issue a full or partial refund in Payrexx, please proceed as follows: * Log in to your Payrexx account. * Navigate to **Payments > Transactions**. * [Locate](https://docs.payrexx.com/merchant/english/account/payments/transaction-overview#finding-payments) 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

{% hint style="warning" %} 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. {% endhint %} * 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

{% hint style="info" %} 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. {% endhint %} ### 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 8.02This 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](/merchant/english/faq/payrexx-support-portal.md) 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). {% hint style="success" %} Payrexx does not charge any fees for top-ups via bank transfer. {% endhint %} #### 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](/merchant/english/faq/payrexx-support-portal.md) 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). {% hint style="info" %} Please note that bank transfers for topping up Payrexx Pay Plus balances take several business days to process and incur processing fees. {% endhint %} {% hint style="warning" %} 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. {% endhint %} **Top up via terminal payment** You can also top up your Payrexx Pay Plus balance by making a [terminal](/merchant/english/account/tools/terminal.md) payment to your own Payrexx account. {% hint style="info" %} Standard transaction fees apply to top-ups made via payment terminals. {% endhint %} ### TWINT - An error occurred while processing your request #### Possible cause 1 Since [TWINT](/merchant/english/payment-provider/payrexx-pay/payment-methods/twint.md) 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. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.payrexx.com/merchant/english/payment/functionalities/refunds.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.