This article aims at e-merchant using PayPlug solution. If you are not a merchant, you have done a payment on a ecommerce website using our solution and you have questions, please find all the information regarding our service here.
This is possible for the merchants using PayPlug to make total or partial refunds.
Please not that once it is done, a refund cannot be canceled.
To do that, enter in your PayPlug account, then :
- Click on the "Payments" menu
- Click on the concerned transaction.
- Click on the "Refund" button located on the top right hand corner.
- You will be able then to make a "total refund" or a "partial refund", and after that you will be able to determine yourself, the exact amount to refund.
In order to refund a transaction, the 3 following conditions must be respected:
- You must have the sufficient amount on your PayPlug account.
- The refund must take place before 180 days maximum after the transaction
- The refunded amount must not be inferior to 10 cents.
If those conditions are not filled; you will not be able to make a refund via PayPlug., but you can send a payment request to yourself in order to credit your account (in case the only problem is the amount ). In that case you will pay the PayPlug fees. The other solution is to refund a customer by cheque or transfer.
How can I check my refund status ?
To check a refund has been done, you can go in the "Payments" menu of your PayPlug account.
In case of total refund, the transaction status is "refunded".
In case of partial refund, the status stays "paid". Click on the transaction, and in the new window you will notice the following sentence: "The amount includes a partial refund of xx euros".
Can I make a refund on an expired or deactivated credit card ?
Yes, even if the credit card is deactivated (following a chargeback for example), cancelled, or has expired, you still can make a refund. It will be received on the bank account linked to the credit card.
Can I refund on a virtual credit card ?
The refund is possible on e-card or virtual credit cards. The transaction amount will be received on the bank account linked to the e-card.
You are a private individual and wish to get a refund ?
If you are a private individual and have bought via a website using the PayPlug solution and that you wish to get refunded, the only solution is to ask for it directly to your seller.
Your customer is complaining he hasn't received his refund ?
If your customer complains he hasn't received his refund in spite of proper execution, we invite you to look at the following article.