How to send a refund to your payment service provider
Tags:refundsterugbetalingterugbetalenpsppayment providerbetaalprovidercredit cardcreditcardrecurringtransactionactivity
If a transaction was processed through a payment service provider (PSP), the refund can be sent back to that provider. This applies to both direct debit transactions and recurring credit card transactions collected via a PSP. If a refund-supported bank gateway is also active, you may choose to process the refund through your bank account instead. In many cases, this option is more cost-effective.
Each payment provider has its own rules for handling refunds. Check your provider's documentation for their specific limitations. If the provider rejects the refund, Twikey logs the failure message in Activity > General.
How to send a refund to your payment provider
- Navigate to the Transactions menu in the left menu
- Navigate to Sent
- Set your filters (be sure to choose at least the paid filter)
- Click on your transaction
- Click Refund
- Choose your refund method
- Via bank account - The refund is processed as a credit transfer to the customer's (benificiary) IBAN.
- Via PSP — The refund is sent directly to the payment provider. Enter the amount, communication, and an optional comment. No IBAN is required in this case.
- Click Submit.
- A refund batch is created automatically and marked as sent.
Last Update: 2026-03-10
