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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.
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.

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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.

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Issue refunds

You can issue refunds from the Dashboard or by using the Refunds API. Treat the refund as complete after it reaches the succeeded status. 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.

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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.