How to refund payments using Safepay

This guide will provide an insight into how merchants can process refunds from their dashboard and how paying customers can expect to receive related information. 

  1. How can a merchant refund their paying customer?
  2. How does a paying customer receive refund information?
  3. Important Note

General reminder: You can refund Card payments and Account based payments through Safepay. This document refers to refunding card based payments from your customers (through Visa or Mastercard). Refunds for account based payments (bank transfers processed through PayFast or Nift ePay) will follow the same flow but will not actually reimburse your customer - money will not reach your paying customer's bank account. Refunds for bank payments are purely for maintaining your accounting on the Safepay Dashboard, you will still be responsible for crediting your paying customer's bank account by bank transfer (or other means like a discount). 

Easily refund your customers by following these steps from your merchant dashboard:

  • Go to your payments list which shows all the transactions that you have processed using Safepay. You can access this by clicking on Payments > All Payments as shown below.

  • Choose the transaction that you want to refund. Let’s say it is the Rs 123 transaction that has been completed below. You can only refund captured transactions.

  • Click on 

  • Choose

  •  Or go to the payments detail page by clicking on the transaction and click on Refund

  • The following confirmation screen will appear - just choose the amount that you wish to refund (it needs to be equal to lower than the actual transaction amount) click on Refund Transaction, and you will have successfully refunded your customer that amount. If you want to refund your customer the entire amount of the transaction, simply put in the entire amount. In this example, we are refunding Rs 100 from a Rs 123 transaction. 

  • You can go to the refund section in your payments page and see the status of refunds. If you have refunded a partial amount, after this the payment status will change to Partial refund as shown below.

  • If you want to proceed to refund the entire amount, when you click Refund again, the pop-up window will display the balance outstanding from the transaction that you can refund. In our example, we have already provided a Rs 100 partial refund, therefore the maximum refund we can provide as shown below is Rs 23 (Rs 123 less Rs 100). 

  • If the entire amount is refunded, the transactions status changes from Partial Refund to Refunded as shown below.

  • You will receive the following confirmation of a refund having taken place through email.

Merchants can refund a transaction from their dashboard within 60 days of transaction being captured. After 60 days has passed from the date transaction was captured, merchants will have the following options:

  • They can contact Safepay to process the refund. In order to do that merchants would have to provide us with the following information:
    • International refunds
      • Bank name
      • Bank account number
      • Routing number
    • Local refunds
      • IBAN
      • Swift code
  • They can refund their customers themselves either through:
    • IBFT (Local payments)
    • Western Union (International payments)
    • Method of their choosing.

How does a paying customer receive refund information?

Depending on whether you provide a partial refund or a full refund, your customer will receive an email notification like below to confirm the refund

Important Note

  1. Safepay does not currently charge any fees for merchants processing refunds. On the completion of a refund your customer will receive the entire amount they paid. The Safepay fees charged to the merchant on the original transaction will not be returned.
  2. Safepay is not responsible for refunds or confirming that funds reach your paying customer's bank account. Please ask your customer to reach out to their card issuing bank/EMI in case of any query or delay. 
  3. After a merchant has been settled for a transaction and they need to process a refund, they can use the above mentioned steps to refund through their dashboard. As a consequence Safepay is going to withhold the refunded amount in the merchant's next settlement cycle. In order to avoid any issues please ensure your transaction flow remains consistent after a refund has been marked. In case a merchant fails to comply with this, it would still be liable to pay Safepay as per this section of our Terms of Service. 
  4. For Example: Imagine a scenario where on day 1 a merchant gets settled Rs5000 in their linked bank account from the settlement bank. On day 2 another transaction of Rs5000 takes place on the merchant's website but the amount has not been settled yet from the settlement bank to the merchant's linked bank account, in case a refund needs to be processed on day 2, settlement bank will disburse Rs5000 to the paying customer. In the above mentioned case if the transaction of day 1 has been settled in the merchant's linked bank account while there is no day 2 transaction, and paying customer asks for the Rs5000 refund, merchants are liable to pay Safepay as per our Terms of Service.
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