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You can partially or fully refund any successful payment. Refunds use your available Fintoc balance, which doesn’t include pending funds. If your available balance doesn’t cover the refund amount, Fintoc retries the refund for 5 business days before it expires. Fintoc doesn’t refund the processing fees from the original payment.
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. The refund’s status updates in the Dashboard after Fintoc processes it.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.
Refunds for e-commerce pluginsYou can issue refunds directly from VTEX or Shopify. However, you can’t cancel these refunds from the platform’s dashboard.To cancel one of these refunds, use the cancel refund endpoint or contact Fintoc support. The cancellation won’t appear in your VTEX or Shopify dashboard.

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Refund destinations

Refunds can only be sent back to the original bank account used for the payment. You can’t send a refund to a different destination, such as another bank account. If your customer has closed their bank account, the refund transitions to failed. If you plan to issue refunds, include customer_email when creating the checkout session. Fintoc uses this address to notify your customer about the refund’s progress.

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Refund lifecycle

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You can create refunds at any time. Refunds take at most 1 business day to execute.
  1. A new refund starts with the pending status.
  2. At 15:00 on business days, Fintoc processes refunds created before 14:00. The refunds transition to in_progress. You can’t cancel an in_progress refund.
  3. The execution date depends on when you created the refund. After processing finishes, the refund transitions to succeeded. Successful refunds appear on your customer’s bank statement in real time.
    1. Fintoc executes refunds created before 14:00 on a business day before 19:00 that day.
    2. Fintoc executes refunds created after 14:00 on a business day before 19:00 on the next business day.
  4. If your Fintoc balance has insufficient funds, Fintoc retries the refund for 5 business days. After 5 unsuccessful business days, the refund transitions to failed. Other transfer failures also change the refund status to failed. Fintoc includes the refund amount in your next payout.

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You can create refunds at any time. Refunds take 1 to 2 business days to execute.
  1. A new refund starts with the pending status.
  2. At 18:00 on business days, Fintoc processes refunds created before 14:00. The refunds transition to in_progress. You can’t cancel an in_progress refund.
  3. The creation time determines whether processing takes 1 or 2 business days. After processing finishes, the refund transitions to succeeded. Successful refunds appear on your customer’s bank statement in real time.
    1. Refunds created before 14:00 on a business day finish processing before 14:00 on the next business day.
    2. Refunds created after 14:00 on a business day finish processing before 14:00 within the next 2 business days.
  4. If your Fintoc balance has insufficient funds, Fintoc retries the refund for 5 business days. After 5 unsuccessful business days, the refund transitions to failed. Other transfer failures also change the refund status to failed. Fintoc includes the refund amount in your next payout.

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Issue refunds

You can issue refunds through the Refunds API. Successful refunds appear on your customer’s bank statement in 1 to 2 business days. You can issue multiple refunds for a payment, but their total can’t exceed the original payment amount.

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Issue refund using the API

To refund a payment through the API, create a refund with the payment ID and set resource_type to payment_intent. You receive the payment ID in the checkout_session.finished webhook event. You can also retrieve the payment ID from the dashboard.
To partially refund a payment, provide amount as an integer in the smallest currency unit.

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Cancel a refund

You can cancel a refund while its status is pending.

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Cancel a refund using the API

To cancel a refund through the API, call the cancel refund endpoint with the refund 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 the refund’s progress. We recommend handling the following events when refunding a payment:

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Refund vouchers

Fintoc provides refund vouchers as confirmation of successful refunds to your customer’s bank account. Download a voucher through the Retrieve Refund Voucher endpoint. You must start the download within 5 minutes.

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Refund notifications

When creating a checkout session, you can include customer_email for notifications. Fintoc uses a valid email address to notify your customer when a refund is created, succeeds, or 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.