A customer returns goods, or an event is cancelled? You can give the money back directly from the admin area, in full or in part.
How to do it #
- Go to Payments > Transactions and find the payment.
- Click the row to open the details.
- Click Refund.
- For a full refund, leave the amount as it is. For a partial refund, enter the sum to return.
- Confirm.
You can make several partial refunds on the same payment, at different times. The status becomes Refunded or Partially refunded.
How long it takes #
It depends on the customer’s bank: sometimes hours, sometimes up to 10 days. With TWINT, the refund goes to the bank account linked to the app.
What it costs #
The refund itself costs nothing, but the fee on the original payment is not returned.
If the Refund button is missing #
Some methods do not allow refunds from the admin area: purchase on invoice, crypto and Pay by Bank. In these cases you return the money by bank transfer. The same applies to payments through an external provider that does not support refunds.
Common problems #
Insufficient balance #
The refund is taken from your 1pay.ch balance. If it is too low (for example just after a payout), you can wait for new takings or top it up by bank transfer, from CHF 200.-. Write to us: we will send you the details and tell you when the amount is available.
TWINT shows an error #
Two typical causes:
- the customer changed bank or TWINT app after paying: contact them and refund another way;
- the amount is not rounded to 5 centimes: TWINT accepts CHF 15.05, for example, but not CHF 15.01.
Refund or dispute? They are two different things. You decide on a refund. A dispute is started by the customer with their bank: read Disputes: what they are.
