Refunds and chargeback
Chargeback is a “forced” refund procedure where a user wants to receive back the funds for a processed payment by contacting their bank directly.
If the chargeback request we receive can be disputed, our department in charge will inform you via tickets and ask for the details that our payment partner requires for further investigation. There is always a certain timeframe in which you must provide the requested data to our team: in some cases, it can be one business day, and in others, three business days (it depends on the type of request). Therefore, if you wish to dispute an issue, please consider this and submit the information within the deadline specified by our team in the ticket.
Please note that there is also a fine starting from 20 USD for each chargeback.
You can find the initiated chargebacks with their current statuses (New/Accepted/Rejected) in the Chargeback section of your admin panel.
In the details of a particular chargeback, you can also find the details of the parent transaction. You can open it in a new window by clicking this button 
.
You may request a refund using your admin panel or via an API request.
To create a refund in the Admin panel, use the following instructions:
Go to the Transactions section of your merchant account.
Find the required transaction and click the Details button.
Scroll down to choose the refund type: partial or full. If you issue a partial refund, please enter the amount you would like to return and click Confirm to create a request. If it’s a full refund, just click the Refund button.
A refund request will be sent to the relevant team for review. As soon as the request is processed, the refund status will be updated to Accepted or Rejected (the reason for that will be indicated in the refund details).
To create refund requests via the API, please use our Documentation – Refund · Payop/payop-api-doc
A refund is a reimbursement transaction in favour of the payer for a cancelled order.
Refunds can be full or partial. A partial refund is a refund of a certain amount of the transaction, while a full refund is a repayment of the entire amount.
You can see a list of all your created refunds and the details for each of them in the Refund section of your Merchant account.
Refunds can have one of the following three statuses:
– New – the refund is awaiting confirmation or rejection.
– Accepted – the refund went through automatically or was confirmed by the operator. Funds were debited from the balance and sent to the payer.
– Rejected – the operator rejected the refund (can be done with or without the commission).
Note, that funds will be returned via the same method used to make the original payment.
In the details of a particular refund, you can also find the details of the parent transaction. If necessary you can open it in a new window by clicking on this button .
