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You can partially or fully refund any successful payment. Refunds draw from your available Fintoc balance, which excludes pending funds. If your available balance doesn’t cover the refund amount, Fintoc retries the refund for 5 business days. The refund then transitions to failed. Fintoc doesn’t return the original payment’s processing fees when you issue a refund.
Funding pending refundsFintoc pays refunds only from the balance of the sales it collects for you. You can’t deposit or transfer funds into Fintoc to cover a pending refund.If your available balance is too low, the refund stays pending. Fintoc retries the refund for up to 5 business days as new sales add to your balance. Fintoc processes pending refunds in the order you created them. Fintoc updates the refund’s status in the Dashboard after processing the refund.If you don’t expect enough sales to cover the refund within 5 business days, the refund transitions to failed at the end of that period.A failed refund is final. Fintoc can’t retry or force a failed refund. To refund the customer, create a new refund for the same payment. The new refund draws on your available balance at the time you create it.
Refunds for e-commerce pluginsYou can issue refunds directly from VTEX or Shopify. However, you can’t cancel these refunds from the VTEX or Shopify dashboard.To cancel a refund issued from one of these platforms, use the Cancel refunds API endpoint or contact Fintoc support. The cancellation doesn’t appear in your VTEX or Shopify dashboard.If a refund issued from VTEX or Shopify fails, create the refund again from the same platform. The platform registers the new refund in Fintoc automatically.

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Available refund balance

Fintoc pays refunds from the balance of your sales that Fintoc hasn’t settled yet. Sales that Fintoc already reserved for a payout don’t count toward this balance. In Chile, Fintoc reserves the balance for the daily payout at 14:00 Santiago time. A refund you create later that day can only draw on sales you received after 14:00. Each payment method has its own refund balance:
  • Fintoc refunds bank transfer payments from the balance of your unsettled bank transfer sales.
  • Fintoc refunds card payments from the balance of your new, unsettled card sales.
A refund for a card payment can’t draw on your bank transfer sales. A refund for a bank transfer payment can’t draw on your card sales. To estimate the amount available to refund for a payment method:
  1. In the Dashboard, find the payments with that payment method that Fintoc hasn’t settled yet.
  2. Add up their amounts, minus each payment’s commission.
  3. Subtract the refund fee of the refund you want to issue.
For example, suppose your only unsettled sale is a bank transfer payment of $50,000 CLP with a $800 CLP commission. You can refund up to $49,200 CLP of bank transfer payments, minus the refund fee. You can’t refund card payments until you receive new card sales.

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Refund destinations

The destination of a refund depends on the payment method used. For payments that don’t use an alternative payment method, Fintoc refunds to the original bank account. You don’t need to specify a destination. For alternative payment methods, Fintoc doesn’t have access to the customer’s account. The customer authorizes the payment through the bank’s checkout. To refund these payments, collect the destination account from the customer. Pass the account as recipient_account when you create the refund. If a customer has closed their bank account, Fintoc marks the refund as failed. If you plan to issue refunds, include a customer_email when creating your Checkout Session. Fintoc uses the email address to notify the customer about the refund’s progress.

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Refund lifecycle

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Chile 🇨🇱

You can create refunds 24/7. Fintoc begins disbursing each refund when you create it, instead of holding it for the next daily payout cycle. At 14:00 Santiago time each day, Fintoc reserves the accumulated balance to fund your daily payout. A refund you create after 14:00 can’t draw on that reserved balance. Fintoc disburses the refund after new balance accumulates. The refund moves through these statuses:
  1. A new refund starts with the created status. You can cancel a refund while it’s created.
  2. Fintoc starts disbursing the refund. The refund then transitions to the in_progress status.
  3. After Fintoc disburses the funds, the refund transitions to the succeeded status. Your customer then sees the refund on their bank statement.
  4. If your available Fintoc balance doesn’t cover the refund amount, Fintoc retries the refund for 5 business days. If the refund doesn’t succeed within that period, the refund transitions to the failed status. Any other transfer failure also marks the refund as failed. Fintoc includes the refund amount in your next payout.

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Mexico 🇲🇽

You can create refunds 24/7. Fintoc begins disbursing each refund when you create it, instead of holding it for the next daily payout cycle. The refund moves through these statuses:
  1. A new refund starts with the created status. You can cancel a refund while it’s created.
  2. Fintoc starts disbursing the refund. The refund then transitions to the in_progress status.
  3. After Fintoc disburses the funds, the refund transitions to the succeeded status. Your customer then sees the refund on their bank statement.
  4. If your available Fintoc balance doesn’t cover the refund amount, Fintoc retries the refund for 5 business days. If the refund doesn’t succeed within that period, the refund transitions to the failed status. Any other transfer failure also marks the refund as failed. Fintoc includes the refund amount in your next payout.
  5. If the recipient’s bank returns the transfer after the refund succeeded, the refund transitions to the returned status. A returned refund is different from a failed refund: Fintoc disbursed the funds, and the bank sent them back afterward. Fintoc sends the refund.returned webhook event. The Dashboard shows a returned refund as a failed refund.

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Issue refunds

You can issue refunds from the Dashboard or by using the Refunds API. A refund reaches the succeeded status when Fintoc disburses the funds, but the recipient’s bank can still return the transfer. Keep handling the refund.returned event after a refund succeeds. You can issue more than one refund against a payment, but you can’t refund a total greater than the original payment amount.

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Issue a refund using the API

To refund a payment with the API, create a refund with the payment’s ID and set resource_type to payment_intent. The checkout_session.finished webhook event includes the payment ID. You can also find the payment ID in the Dashboard.
To partially refund a payment, provide an amount in the smallest currency unit. For example, use 1000 for $1000 CLP or 100 for $1.00 MXN.
Exception: payments with a split support only full refunds. Create the refund without an amount, or set amount to the full payment amount. Each recipient funds its share of the refund. See Refund a split payment.

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Cancel a refund

You can cancel any refund while its status is created. Cancel the refund from the Dashboard or with the API.

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Cancel a refund using the API

To cancel a refund using the API, call the cancel refund endpoint with the refund’s ID.

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Refund status updates

Fintoc sends webhook events to your server when a refund’s status changes. Use these events to notify your customer about updates. For example, email your customer when the refund appears on their bank statement. We recommend handling the following events when refunding a payment:

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Refund vouchers

Refund vouchers confirm a successful refund to your customer’s bank account. Download a voucher with the refund voucher endpoint. You must start the download within 5 minutes.

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Refund notifications

When you create a Checkout Session, you can include a customer_email for notifications. If you provide a valid email address, Fintoc notifies your customer when you create a refund. Fintoc also sends notifications when the funds reach the customer’s bank account or the refund fails.

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Refund fees

Fintoc deducts refund fees from your payout. If a refund fails, Fintoc reimburses the fee in your next payout.