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Refunds

A refund returns money from a completed payment to your customer. You can issue a full or partial refund at any time. This page explains where to issue a refund, how long it takes, how it affects your fees, why refunds can't be canceled, and what happens when the original card is no longer valid.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.
Platform merchants: refund inside the platform

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refund still reaches your customer, but it is not synced back to your store, so the order's refund status there stays out of date.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 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.