How to refund a payment

Process refunds directly from your dashboard. Card refunds reach your customer within 5-15 business days, and SPEI and PSE refunds are completed within 5 business days.

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.

For SPEI (Mexico) and PSE (Colombia) payments, after you confirm you choose how your customer's bank details are completed. See How to refund a bank transfer payment (SPEI and PSE).

Refund processing time

From dashboard to Refunded state:

• Card payments: Processed immediately

From Refunded state to customer's account:

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

SPEI and PSE payments: completed within 5 business days.

PIX payments: instant once the payment changes to Refunded.

Partial refunds

For SPEI and PSE payments, you can refund part of the amount from your dashboard.

For other payment methods, contact support@rebill.com with:

• Payment ID

• Amount to refund

• Reason for partial refund

Refunds we process for you

For these payment methods, write to support@rebill.com and we process the refund for you:

• Boleto (Brazil)

• ETPay (Chile)

• QR payments in Argentina

Include the payment ID (it starts with pay_) and your customer's details:

• Full name, ID type and number, bank name, account number and account type.

• Brazil (Boleto): PIX key.

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.

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)