When you refund a payment, the buyer gets their money back, but the fee on the original transaction is handled separately. This article explains which components may be returned and which are kept, so a refund doesn't catch you off guard when reconciling.
Who this applies to
Any account that issues full or partial refunds on payments already processed, regardless of the payment method.
What happens to each component
- Refunded amount: returned in full to the buyer and deducted from your available balance.
- Fee on the original transaction: how it's handled depends on the current policy in your commercial agreement: it may be returned in full or in part, or kept, since the original payment has already been processed.
- VAT on the fee: follows the same treatment as the fee: if a component is returned, its VAT is adjusted in that period's invoicing.
For a partial refund, adjustments are calculated in proportion to the amount returned.
Exceptions
Some payment methods or promotions (for example, MSI (interest-free installments)) may have specific refund rules. If the original payment used a special scheme, review its details in the Conekta Panel before issuing the refund.
What happens next
The refund and its adjustments appear as movements in your reports and affect the net amount of your next payout. See How refunds affect my balance and payouts to see the full effect on your money.