Issuing a refund via the Vyne portal
A refund can be issued directly from either the Vyne portal - this could be the Partner, Merchant or No-code Payments Links portal.
Refunds can only be issued on payments that have been received with us (that is either showing as 'Settled' or already 'Part Refunded') and are issued back to the customer from the same Settlement account from which the payment was made into.
Once a refund is processed, the customer should receive their funds within a matter of minutes.
Both partial and full refunds are possible, these are limited however to the value that is available, i.e. the original payment amount.
Steps to follow:
- Locate and select the 'Settled' payment you wish to refund
- Select the Manage refund tab, here you will be able to input the desired refund amount, whether that is a full or partial refund
- Select Refund, it will take a few moments to process. Once this is complete, the refund will show under the sub-heading 'Refund history', along with the status updating in the 'Single payments' page
Refund blockers
A refund may fail for the following reasons, please see our Refund blockers page for more information on each.
- Insufficient funds in your Settlement account to cover the refund
- The specific account type the customer paid from does not accept direct payments into it.
- The consumer has since closed their bank account
- Key payment information needed for a refund, was not provided to us by the consumer's bank
- The consumer made a payment originating form an overseas bank account
If you have any questions regarding refunds or having issues processing these, please don't hesitate to contact us.