Refunds
A refund returns money from a completed payment to your customer. You can issue a full or partial refund until the payment method's refund deadline passes. This page explains where to issue a refund, how long you have, how long it takes, how it affects your fees, why refunds can't be canceled, and what happens when the original card is no longer valid.
Where to issue a refund
Where you issue a refund depends on how you take payments:
- Through an e-commerce platform (Shopify, Wix, WooCommerce, and similar) — open the order in your store admin and issue a full or partial refund there.
- Directly with MONEI (for example through the API, Pay by Link, or MONEI Pay) — open the payment in your MONEI dashboard and issue the refund.
If you sell through Shopify, Wix, or WooCommerce, always issue refunds from the platform — not the MONEI dashboard. A dashboard refund still reaches your customer, but it is not synced back to your store, so the order's refund status there stays out of date.
How long you have to refund
A refund is not open-ended. Each payment method sets its own deadline, counted from the original transaction date, and after it passes the payment can no longer be refunded.
| Payment method | Refund deadline |
|---|---|
| Card | 180 days |
| Bizum | 180 days |
| PayPal | 180 days |
| MB WAY | 13 months |
| Multibanco | 13 months |
For any other method, check its own page. If you have to return money after the deadline, pay the customer outside MONEI.
How long a refund takes
Refunds take 5-10 days to appear on your customer's statement, depending on their bank.
How refunds affect your fees
When you refund a payment, the processing fee for that payment is refunded to you as well:
- Full refund — the whole fee is returned, so your net cost is zero.
- Partial refund — the fee is reduced in proportion to the amount you refund, the same as if you had charged the smaller amount in the first place.
Cancel a refund
You can't cancel a refund. To reverse one, charge your customer again — this creates a new payment.
Refund to a different card
A refund always goes back to the original card. If that card has expired or been canceled, the customer's bank normally routes the refund to their new card — or credits their bank account if they don't have one.
If the bank can't do either, it sends the refund back to us, and we'll email you to agree on how to handle it.
Common questions
Can I refund more than the customer paid?
No. A refund can never exceed the original payment amount, and the total of several partial refunds can't exceed it either. To send a customer money beyond what they paid, you need payouts, a separate gated feature.
Can I refund a payment to a different card or bank account?
No. You choose the amount, not the destination. A refund always returns to the payment method that was charged. See Refund to a different card for what happens when that card no longer exists.