Refunds and Partial Refunds

Payrexx offers the option to refund payments to customers. Full amounts or partial amounts can be refunded as needed.

Instructions

Make sure you log in to Payrexx before you start.

Open the transaction you wish to refund in your transaction history. Then, you will see the "Refund" button on the upper left. Click on it and decide how much you want to refund.

With a click on this button, you can perform a refund.

By clicking this button, you can proceed with a refund. If you want to refund the entire amount, no adjustments are needed. If you want to issue a partial refund, you can manually change the amount accordingly.

Definition of the amount that has to be refunded.

If you want to refund an additional amount at a later time after a partial refund has already been made, this is also possible.

Please note that you must have sufficient funds from the respective payment provider to be able to carry out the refund.

If there is not enough credit, you must first top up your account. You can find out how this works in the chapter "Insufficient funds".

Refunds directly from Payrexx are only possible with selected payment providers and can take up to 10 days, depending on the card issuer.

If the "Refund" button is not displayed, the refund cannot be made via Payrexx. In this case, it must be executed alternatively.

Costs of refunds

When you refund a payment, you as a merchant lose the transaction fees from the original payment. However, there are no additional costs for the refund itself.

Common mistakes and their reasons

Insufficient funds

If your Payrexx account does not have sufficient funds to process the refund, you can either wait until new payments are received and enough balance is available again, or use one of the following two options to top up your balance and process the refund more quickly:

Top up balance via terminal payment

Available for refunds of payments made through Payrexx Pay and Payrexx Pay Plus

You can top up your balance at any time by making a terminal payment to your own Payrexx account.

Please note that standard transaction fees apply for deposits made via terminal.

When making a payment via terminal, please ensure the following:

• If the refund concerns a payment made through Payrexx Pay, you must top up your account using a payment method from Payrexx Pay.

• If the refund concerns a payment made through Payrexx Pay Plus, you must top up your account using a payment method from Payrexx Pay Plus.

Top up balance via bank transfer

Available for refunds of payments made through Payrexx Pay

If the amount you wish to deposit is greater than CHF/EUR/USD 200.00, you can use the bank transfer option. Please proceed as follows:

1. Open a support ticket and let us know the desired deposit amount and currency you would like to transfer to your Payrexx Pay account.

2. Wait for our response with the corresponding bank details.

3. Make the transfer according to the instructions provided.

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

5. Carry out the refund(s).

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.