How to create a refund
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Refunds can be used to completely or partially refund a transaction. In Twikey you can collect your SEPA transactions using a traditional bank, or using a payment provider which, can also include recurring credit card transactions.
When you collect using a traditional bank, you have the option to Refund via bank. Transactions collected using a payment provider offer an additional option to Refund via PSP.
Refunds can be done by opening the details of your transaction, transactions can be found on different pages in Twikey:
- Transactions > Batches > open a batch and click on the transaction
- Transactions > Sent > Search for your transaction using the search/filters and click on the transaction
- Customer details > open Recent transactions and click on the transaction
- Agreement details > open Recent transactions and click on the transaction
Refunding via bank
- Click on your transaction to open the details
- Open the Refunds tab
- Enter the required information:
- Account (1): Select the account to send the refund to. This can be the account from the agreement or any beneficiary account registered on your customer.
- New (2): Add a new beneficiary account, you will be prompted to enter an IBAN and you can continue with your refund to the new account. This account will be saved as beneficiary account (3).
- Amount: Amount to refund, the full amount is filled in by default.
- Communication: The communication of the refund.
- Comment: Optional, add an internal comment. Can be viewed on the Events of the agreement.
Click on Confirm to refund the payment link and a refund is now ready to be sent to the bank on your Refunds page.
After generating the refund, you will still need to send it to the bank.
On The Refunds screen there will be a batch To be sent that you need to prepare in order to send it to the bank. Your added refund will be shown here. You can review all your refunds and click on Prepare in order to send it to the bank
Refund via PSP
- Click on your transaction to open the details
- Open the Refunds tab
- Click on Refund via PSP
- Enter the required information:
- Amount: Amount to refund, the full amount is filled in by default.
- Communication: The communication of the refund.
- Comment: Optional, add an internal comment. Can be viewed on the Events of the agreement.
Click on Confirm to refund the payment link and a refund is directly sent to your provider.
- For a refund on a creditcard transaction or payment provider, a separate refund batch will be created and sent to your provider automatically.
This batch will have provider's name included in the payment identifier and the status is indicated as "sent" by the corresponding icon
Refunds overview
To view refunds for a customer, follow these steps:
- Navigate to the customer details.
- Open the Refunds tab.
This tab displays a list of all bank refunds for this customer, including those created via import or API. However, please note that refunds via PSP are not included in this list.