How to refund a bank transfer payment (SPEI and PSE)

Last updated: November 3, 2026

You can refund SPEI (Mexico) and PSE (Colombia) payments from your dashboard, in full or in part. The refund is completed within 5 business days.

Refund from your dashboard

  1. Go to Payments and open the payment detail.

  2. Click Refund Payment (top right).

  3. Choose the full amount or the part you want to refund, and confirm.

  4. Choose how your customer's bank details will be completed:

    • By email: your customer receives an email and enters their details.

    • With a link: you share a link with your customer through the channel you prefer.

    • Entered by you: you type in your customer's details.

The Refund Payment button is in the payment detail, not in the payments list.

Your customer's bank details

The refund is sent to an account in the name of the person who made the payment. Before sending it, we validate that the account holder's name matches.

  • Mexico (SPEI): full name, email and CLABE (18 digits).

  • Colombia (PSE): the form shows your customer the details it needs.

If you don't have your customer's details, choose the email or link option so they enter them directly.

Refund timeline

The refund is completed within 5 business days.

You can follow the refund status in the payment detail. Processing fees are not refunded; see How to refund a payment for details.

What to tell your customers

  • "We've started your refund. Complete your bank details using the email or link we sent you. The account must be in your name."

  • "Your refund is completed within 5 business days."

Need help?

If you don't see the Refund Payment button in the payment detail, write to support@rebill.com with the payment ID (it starts with pay_) and a screenshot, and we'll review it.

For Boleto (Brazil) and ETPay (Chile) payments, we process the refund for you: write to support@rebill.com with the payment ID.