# 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](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay) (excluding [Purchase on Invoice](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay/payment-methods/purchase-on-invoice), [Centi](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay/payment-methods/centi), and [Crypto](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay/payment-methods/crypto))
* Payment methods from [Payrexx Pay Plus](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay)
* Certain [external payment providers](https://docs.payrexx.com/merchant/english/payment-provider/external-payment-provider)

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

{% content-ref url="../../payment-provider/psp-features" %}
[psp-features](https://docs.payrexx.com/merchant/english/payment-provider/psp-features)
{% 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:

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FQYABWmbeHNzq57go7bcC%2Fimage.png?alt=media&#x26;token=0c9377a3-ad5b-4536-ae60-2f8d65c4e06b" alt=""><figcaption><p>Opening the detailed view of a transaction</p></figcaption></figure></div>

* Click the "Refund" button:

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FqnwZSgMRRNnOYcJqpKsC%2Fimage.png?alt=media&#x26;token=d9e393b3-654b-4090-b3ff-5d97c1240ca8" alt=""><figcaption><p>Processing a refund in Payrexx</p></figcaption></figure></div>

{% 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":

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FL1Lk3JVlH0MHPTsb8Mcj%2Fimage.png?alt=media&#x26;token=5ad7dcad-cd58-42db-bfd6-b08ee85a1d2a" alt="" width="563"><figcaption><p>Refunding the full transaction amount of CHF 230.00</p></figcaption></figure></div>

* 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":

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FHbVD7OI7923x2TWze6si%2Fimage.png?alt=media&#x26;token=3eb32e72-a5c8-47d5-86ba-d3ea572caa43" alt="" width="563"><figcaption><p>Refunding a partial amount of CHF 100.00</p></figcaption></figure></div>

{% 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:**

<table><thead><tr><th width="232.1851806640625"></th><th width="115.96295166015625"></th><th></th></tr></thead><tbody><tr><td>Original transaction (gross):</td><td>CHF 230.00</td><td></td></tr><tr><td> - Transaction fees:</td><td>CHF 8.02</td><td>This represents the amount lost from the merchant’s perspective.</td></tr><tr><td>Original transaction (net):</td><td>CHF 221.98</td><td></td></tr><tr><td>Refund amount:</td><td>CHF 230.00</td><td></td></tr></tbody></table>

## 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

{% hint style="success" %}
Available for refunds of payments made through Payrexx Pay and Payrexx Pay Plus
{% endhint %}

You can top up your balance at any time by making a [terminal](https://docs.payrexx.com/merchant/english/account/tools/terminal) payment to your own Payrexx account.

{% hint style="info" %}
Please note that standard transaction fees apply for deposits made via terminal.
{% endhint %}

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

* If the refund concerns a payment made through [Payrexx Pay](https://docs.payrexx.com/merchant/english/payment-provider/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](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay), you must top up your account using a payment method from Payrexx Pay Plus.

#### Top up balance via bank transfer

{% hint style="success" %}
Available for refunds of payments made through Payrexx Pay
{% endhint %}

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](https://docs.payrexx.com/merchant/english/faq/payrexx-support-portal) 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](https://docs.payrexx.com/merchant/english/payment-provider/payrexx-pay/payment-methods/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.