How to refund a payment

Last updated: February 8, 2026

Process full refunds directly from your dashboard. The refund is processed immediately and the customer receives the money within 5-15 business days (cards) or instantly (bank transfers).

Process a refund

  1. Go to Payments in your dashboard

  2. Find the payment you want to refund

  3. Click on the payment to open details

  4. Click Refund Payment button (top right)

  5. Confirm the refund

The payment state may change to Pending while the refund processes, then to Refunded once complete in some cases.

Refund processing time

From dashboard to Refunded state:

  • Card payments: Processed immediately

  • Bank transfer payments: Up to 24 hours

From Refunded state to customer's account:

  • Card payments: 5-15 business days depending on the customer's bank

  • Bank transfer payments: Instant once the payment changes to Refunded state

Partial refunds

Want to refund only part of the payment amount?

Contact support@rebill.com with:

  • Payment ID

  • Amount to refund

  • Reason for partial refund

Partial refunds are not yet available through the dashboard.

Payment methods that require manual refund processing

Some payment methods do not support refunds through the dashboard yet. For these methods, you need to request the refund by contacting support@rebill.com.

Payment methods requiring manual refund:

  • Boleto (Brazil)

  • SPEI (Mexico)

  • PSE (Colombia)

  • QR payments in Argentina

How to request a manual refund

Email support@rebill.com with the following customer information:

Required for all countries:

  • Full Name

  • Identification Number

  • Type of Identification Document

  • Bank Name

  • Bank Account Number

  • Bank Account Type

Additional requirements by country:

Mexico (SPEI refunds):

  • CLABE account number

Brazil (Boleto refunds):

  • Random PIX key

Make sure to include all required information to avoid delays in processing the refund.

What happens to processing fees

Rebill does not refund processing fees.

When you refund a payment:

  • The customer receives the full payment amount back

  • We keep the processing fees originally charged

This is because the payment was processed and the transaction costs were incurred regardless of the refund.

Cross-border refund cost: Refunds for cross-border payments have an additional cost of USD 2.00 charged to the merchant.

Example (domestic payment):

  • Customer paid: $100 USD

  • Rebill charged: $3 USD in fees

  • You received: $97 USD net

  • You refund: $100 USD back to customer

  • Final cost to you: $103 USD ($100 refund + $3 fees)

Example (cross-border payment):

  • Customer paid: MX$2,000 (USD 100 equivalent)

  • Rebill charged: $3 USD in fees

  • You received: $97 USD net

  • You refund: MX$2,000 back to customer

  • Cross-border refund fee: $2 USD

  • Final cost to you: $105 USD ($100 refund + $3 original fees + $2 refund fee)