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.
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.
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 there is not enough balance in your Payrexx account to carry out the refund, you have two options:
You wait until you have sufficient funds in your account again.
You can recharge your balance with a terminal payment to your own Payrexx account (fees apply).
If the refund concerns a payment from Payrexx Swiss Collecting, you must recharge your account accordingly with a payment using a payment method from Payrexx Swiss Collecting.
If the refund concerns a payment from Payrexx Direct, you must recharge your account accordingly with a payment using a payment method from Payrexx Direct.
TWINT - An error occurred while processing your request
Since TWINT is linked to a bank account, refunds are made directly to this bank account. It is important that this connection between the receipt of the transaction and the time of the refund is not interrupted. If this connection is interrupted, for example by uninstalling TWINT, it will lead to the error mentioned above.
In such a case, please contact the end customer directly to arrange the refund through another method.
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