How to cancel or refund a transaction ?

This article is intended for e-merchants using the Payplug solution. If you're not a merchant and have made a payment on an e-commerce site using our solution and have questions, you can find please find all the information regarding our service here.

Merchants using Payplug have the ability to process both full and partial refunds. Please note that once a refund is processed, it cannot be cancelled. Transaction fees are not refunded, but there are no additional fees for refunds.

To initiate a refund, follow these steps in your Payplug portal:

• Click on the "Payments" menu.
• Select the relevant transaction.
• Click on the "Refund" button located at the top right.

Refund button in the transaction details

• You can then proceed to either process a "Full Refund" or a "Partial Refund," where you can specify the exact amount to be refunded.

partial or total refund pop-up

To issue a refund, the following three conditions must be met:

1. You must have sufficient balance in your Payplug account.
2. The transaction must have occurred within the last 12 months or 365 days
3. The refund amount must not be less than 10 cents.

If these conditions are not met, you won't be able to process the refund via Payplug, making the refund impossible. However, you can still send a payment request to yourself to recredit your account (in cases where only the balance is an issue). In this situation, you will need to pay the associated Payplug fees. Another option is to refund your customer via check or bank transfer.

How to check the status of my refund?

To confirm that a refund has been successfully processed, navigate to the "Payments" menu in your Payplug portal. For a full refund, the transaction status will be "Totally refunded".

For a partial refund, the transaction status will remain "Partially Refunded."

partial refund, the transaction status will remain "Partially Refunded."

Click on the specific transaction. In the new window, you'll see the following phrase on the left: DD/MM/YYYY xx€/xx€. Here's an example below:

Partial refund display in transaction details

Can I process a refund on an expired or deactivated card?

Yes, even if the card is expired, cancelled, or deactivated (due to opposition, for example), you can still process a refund. The refund will be received in the bank account associated with the card.

Can I process a refund on a virtual card?

Refunds are possible for virtual or e-blue cards. The transaction amount will be received in the bank account associated with the card.

You are a private individual and wish to get a refund ?

If you're an individual who made a purchase through an e-commerce site using the Payplug solution and you're seeking a refund, the only option is to request it directly from your seller.

Is your customer complaining about not receiving a refund?