Learn how to cancel a payment or request a refund for your customersThis functionality is available for the following models:
☐ Acquirer
☑ AggregatorKushki only supports returns in card payments. To manage returns of payments made by wire transfer or cash, you must carry out the process manually, in agreement with your customer.
1. Online cancellation (Void)#
It occurs when the return request is processed during the same day of the transaction, before 21:00 . We will make up to three return attempts with the processor and if successful, the purchase will be removed from your customer's bank statement and the purchase amount will be returned to their account.2. Refund#
When an online cancellation is not possible, a refund will be required. This type of refund can take up to 7 business days to processed and up to 45 business days to appear on your customer's bank statement, depending on the card issuing bank.Refund can occur in the following scenarios:When the return request is processed after on the day on which the customer's payment took place.
When the three online cancellation attempts fail.
When the cancellation request is made on a day other than that of the original transaction.
How to process a return?#
The return process can have two outcomes: Void or Refund. The return will be done as void if it is requested until 21:00 hours on the day of the transaction. If it exceeds that time, then it will be processed as a refund. Refunds can take up to 7 business days to process and up to 45 business days to reflect on your customer's statement, depending on the card issuing bank.You can process returns from your Administration Console as explained here or integrate our cancellations request API method into your application, so that your buyers can request the return of a purchase from your website.If you integrate returns via API, you only need to use the cancellation request method. In case it is not possible to complete an automatic cancellation of the transaction, Kushki will process it as a manual return. Once a return request is approved, this action will not be reversed.
ticketNumber of the original transaction as path parameter and send your private credential, as shown in the example below:Partial refunds#
In Ecuador, you can perform partial refunds on your transactions. Keep in mind that partial refunds are only processed as refunds.Only one (1) partial refund is allowed per transaction. If a second partial refund is attempted on the same charge, the request will be automatically denied, even if there is a remaining balance on the original transaction.The maximum period to submit a refund ranges from 30 days to 6 months from the date of the original transaction, depending on the processor. Requests submitted after this period will be automatically rejected.
Partial refunds via API#
To request a partial return, use the void charge endpoint by sending the amount object with the specific amount to be returned.What is the time limit to request a refund?#
The time limit for your customers to request a refund varies is up to 6 months after a payment has been made.How to check the status of a return?#
You can check the status of a cancellation from your Administration Console as explained here or set up a Webhook for returns, in which Kushki will notify you when a return request, either a cancellation (void) or a refund, is successfully completed.
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Check the status of your returns 
