Refund payment

The merchant can refund all or part of the captured amount up to 365 days after payment or reservation. It usually takes 2-3 bank days until the money is in the customer's account, depending on the bank(s). It can take much longer, up to 10 days, and depends on the bank(s).

It's not possible to refund a larger amount than the captured amount.

Refunded funds will be deducted from the merchant's settlement account after two business days. See Settlements for more details.

We limit the time period for refunds, because very old payments have a higher risk of being problematic. For example, credit cards expire, people change banks, leave the country, die, etc., and this then requires time-consuming manual work. Attempting to refund a payment that is past the time limit will result in a HTTP 400 Bad Request.

Partial refund

Partial refunds are done by specifying an amount that is lower than the captured amount. It is possible to make several partial refunds after each other.

For example:

A customer has placed an order of two items for a total of 1000 NOK. The merchant has reserved and captured a payment of 1000 NOK. The customer has changed their mind and only wants to keep one of the items, with a price of 750 NOK.

The merchant can then do a refund of 250 NOK.

How long does it take from a refund is made until the money is in the customer's account?

Normally 2-3 bank days, depending on the bank(s). It can take much longer, up to 10 days, and depends on the bank(s).

We don't have more information than what is available through our API.

See: Settlements.

The customer informs that they have not received the refund, what do we do?

First check if the refund request was successful by checking the payment event log or charge details.

Vipps

The refund will be paid out to the card that was used in the original transactions. If the merchant is not able to automatically refund the customer (for example, if the original credit card is no longer valid), then they must contact the customer and find a different way to make the refund.

Note, in some cases, it's possible to do refunds on portal.vippsmobilepay.com.

MobilePay

The refund will be paid out to the users receiving account which they have defined in the MobilePay app. It may not be the same account or card they used to complete the payment. Please ensure that the user checks which account they have registered to verify the refund, and not the payment source they used for the original payment.

If both of the above have been checked please contact our business support for further investigation of the refund.

Further reading

The following APIs have methods to refund a payment:

• ePayment API: Refund a payment
• Recurring API: Refund a charge
• eCom API (Vipps only): Refund a payment

If you have used Checkout API to create the payment, use either the ePayment or Recurring API to refund payments.