I have questions about refunding my customers with Online Payments

For a variety of business-related purposes, you may have the need to initiate a refund for a customer whose payment has been received. These reasons may include errors in order processing, delivery to an incorrect address, and other similar situations. You have the option to issue either a partial or full refund, which will be deducted from the available balance in the settlement currency.

  • Example of Like For Like: A USD transaction that is settled in USD will be refunded to the customer in USD from your USD balance.
  • Example of Non Like For Like: An INR transaction that is settled in AUD will be refunded to the customer in INR from your AUD balance using the current spot rate.

Merchants should prioritize the establishment of a comprehensive refund policy to mitigate the risk of potential disputes.

How do I initiate a refund? 

Merchants have the ability to initiate a refund by following the steps outlined below:

  1. Utilize the Airwallex API or WebApp to initiate a refund against a specific Payment Intent (or Payment Attempt, if necessary). It is possible to issue a full or partial refund. In the case of a partial refund, multiple refund transactions may be required until the total amount is refunded. It is important to ensure that there are sufficient unsettled funds or available balance to process the refund successfully.
  2. Upon initiating the refund, you will receive immediate confirmation that the refund request has been received and is being processed.
  3. You will be notified of the successful refund through our asynchronous notifications.

You can find more information here.

Refunds will be deducted from a merchant's 'refundable funds', which include funds from unsettled online payments and the balance available in your wallet.

How can I view the refunds I've processed? 

To access the refunds you have processed, kindly proceed to the 'Reports' section on the left hand side menu. From there, you can download a 'Settlement report' that corresponds to the currency of the refund.

How long will it take to process a refund?

Refunds are usually processed within a period of 1-2 business days.

Fees for processing a refund

There is a fee of $0.30 per refund for each refund transaction processed, in addition to any applicable network charges (such as scheme or interchange charges). These fees will be deducted prior to settlement, or alternatively, they will be subtracted from reserve funds.