Reimbursement of a transaction

  • Updated

Request the reimbursement (return) of a purchase approved by card and validate its status from your transaction module.

🔐 Note: To request transaction reimbursement, you must enter the Console of your merchant with a Master User role, and to know the status of a return or reimbursement you can enter with either a Master User or Reading User role.

Request transaction reimbursement

⚠️ Note: In Chile 🇨🇱, you can only request the reimbursement of transactions with a payment card payment method Approved. In Colombia 🇨🇴, Ecuador 🇪🇨, Mexico 🇲🇽, and Peru 🇵🇪, you can request the reimbursement for payments approved and made with any type of card.

 

Keep in mind the following instructions to request a return:

  1. Go to the Transactions module.
  2. Select the Charges option.
  3. Look for the transaction on which the return will be done and click or . In the pop-up window, click Request return to confirm the action.

 

Kushki will ask the processor to start the reimbursement process, which can have two results:

  • Cancellation (void): it applies when the request for money reimbursement for payment reversion is carried out on the same day of the transaction before the limit hours, which varies by country. Cancellation occurs at the same time.
  • Reimbursement (refund): when the transaction reversal application is made after a limited schedule. The process can take up to 45 days to be reflected as a credit note in the client's account.

These are the limit schedules planned by country to make voids:

Know the status of a reimbursement   

Kushki makes three cancellation attempts at the processor when you start a money reimbursement process for payment reversion on the same day of the transaction and prior to the limit time provided by the country.

  • While the return reimbursement is accepted, your status will be In process.
  • When the processor accepts the application, the transaction will be canceled (Void), with an Accepted state and the purchase will not appear in your customer's statement.
  • If the transaction was not approved, the return is included in a manual reimbursement process (refund), which can take up to 45 calendar days to be reflected as a credit note by the banking entity in your client's account .
  • When it concludes, the transaction will change at Return type and appear with an Approved state.

To know the status of a transaction:

  1. Go to the Transactions module.
  2. Select the Charge option.
  3. Click the return you want to check.
  4. In the Transaction detail window, select the Timeline tab.
  5. The movements made by your client and your merchant will appear on the screen, including the information of this transaction.

To learn more about reimbursement process, check our Returns, cancellations, and refunds guide.

If you have doubts about the reimbursement status, contact our support team here, with the number of the return process to follow up.

You can also use a webhook, and Kushki will notify you automatically when a return is approved, as explained in our Webhook for Voids and Refunds guide.

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