How we Process Refunds
Refund refers to a situation whereby the cardholder wants to refund their card because of various reasons directly to the merchant, some merchants could even give customers the power to refund their cards themselves. If the merchant is in agreement with the request, the refund can be processed directly via API and can be done up to as long as the cardholder still has an account open that the card was linked to (even if the card expired). Refunds can be done in full or partial depending on the decision taken.
Here is an example of a refund flow, this may look similar to a charge flow. Refund are charges, but with a negative amount.
How to Make Refunds from the Xendit Dashboard
Here's what it looks like from the Xendit Dashboard:
- Select and open successfully Charged transaction you want to refund. On the Details page, click the top right "Refund" button.
- In the "Refund Charge" dialog box, the Refundable Amount is displayed. Simply insert the amount that needs to be refunded, and add the reference ID for tracking purposes.
- Click Submit, and the charge will be refunded. We will adjust the Xendit fees accordingly.
- Can we cancel an order before the daily cutoff time rather than refunding it?
Yes, the refund API will automatically VOID if the capture has not yet been processed.
- Can we refund an order through your portal?
Yes Refunds are available to be done through API and the Xendit Dashboard.
- After the cutoff time, how long does it take to process a refund?
Ultimately depends on issuing bank, but in our experience it's same as capture // T+1 or T+2 depending on time of day.
- Let's say I made a charge for an amount of IDR 100.000,-. What happens if I refund the whole amount?
This counts as a full refund. If you refund the the whole amount that was previously charged, we will not apply any fees to the transaction.
- What if I make the partial refund? (i.e. refunding IDR 50.000 out IDR 100.000 that was charged)?
Since this is a partial refund, we will only apply the variable rate to the amount that is not refunded (only to the IDR 50.000, instead of the initial charge amount of IDR 100.000)
- If I refund from a charge coming from an international transaction. Will the value be converted back to it's original currency?
Yes, the amount refunded will be converted to the local currency of the card. If a USD card was charged Rp10,000, it might show up at $0.73 on the billing statement, if refunded for the full amount it could converted to $0.72 or $0.74, depending on exchange rate.