Collected via a traditional bank

Refunds are processed directly through your bank account using the refund via bank option.

Collected via a Payment Service Provider (PSP)

This includes recurring credit card transactions processed by the PSP.
You can choose to:

• Refund via payment provider – send the refund back through the payment provider.
• Refund via bank – if you have a refund-supported bank gateway active, you can refund via your bank account. This option is often more cost-effective than using the PSP.

Find the transaction to create your refund

You can open a transaction from several places in Twikey:

• Transactions > Batches > open a batch > click the transaction
• Transactions > Sent > search and click the transaction
• Customer detail page > Recent transactions > click the transaction
• Agreement detail page > Recent transactions > click the transaction

Create a refund via your bank

1. Click the transaction to open the detail page.
2. Open the Refund tab.
3. Select via bank account (if you have a choice)
4. Select the beneficiary account to send the refund to. This can be the IBAN from the agreement or any beneficiary account registered on the customer or click New to add a new beneficiary account on the spot.
5. Enter the amount (the full amount is prefilled by default).
6. Enter a communication.
7. Optionally, add an internal comment (visible in the Events tab of the agreement).
8. Click Confirm.
   
9. The refund is now ready to be sent to the bank.

Create a refund via your PSP

1. Click the transaction to open the detail page.
2. Open the Refund tab.
3. Select Via PSP.
4. Enter the amount (the full amount is prefilled by default).
5. Enter a communication.
6. Optionally, add an internal comment.
7. Click Confirm.
8. The refund is sent to the payment provider immediately. A refund batch is created automatically and marked as sent.
   

View refunds for a customer

1. Navigate to Customers in the left-hand navigation menu.
2. Click the customer to open the detail page.
3. Open the Refunds tab.

This tab shows all bank refunds for the customer, including those created via import or API.