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FAQ: Refunds

Can I refund a payment?โ€‹

This depends on your eCommerce solution. The eCom API supports refunds with POST:/ecomm/v2/payments/{orderId}/refund. For details on how to offer refunds, please refer to the documentation for your eCommerce solution.

All integrations with the eCom API must support refunds.

It is also possible to do refunds on

Refunds can be made up to 365 days after payment or reservation. Very old payments have a higher risk of being problematic, because people change banks, leave the country, die, etc., and this then requires time-consuming manual work. We therefore limit refunds to 365 days.

How can I refund only a part of a payment?โ€‹

Example: A customer has placed an order of two items for a total of 1000 NOK. The merchant has initiated a payment of 1000 NOK, but the customer has changed her mind and only bought one of the items, with a price of 750 NOK. The merchant has therefore made a partial capture of 750 NOK, and need to refund the remaining 250 NOK.

The partial capture (the 750 of the 1000 NOK in the example above) is normally confirmed in the bank after 3-10 days, but it sometimes takes even longer. When this is done, the bank will make the remaining (250 NOK) available in the customer's account again. This process depends entirely on the customer's bank, and we can't speed it up.

Banks keep reservations for the same number of days regardless of whether there has been one or more captures. Banks do not extend the reservation if a partial capture has been made.

If a partial capture has been made, the bank cancels the reservation for the remaining amount. If no capture has been made, the entire reserved amount is cancelled. Banks "count the days" from when the reservation was made, so the merchant must make the capture, or all captures, before the reservation expires.

See: Settlements.

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

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.

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