Every refund you issue is paid with the money in your Conekta account. Understanding where that money comes from and how it shows up in your deposits saves you surprises when reconciling: a payout smaller than expected is often explained by the refunds of the period.
Where the money for a refund comes from
When you confirm a refund, the amount is deducted from your available balance — the money from sales that has already been released and is pending payout. The movement appears in your balance as a charge with the refund identifier as soon as the operation is processed.
What happens if your balance isn't enough
- If your available balance is less than the amount to refund, the refund can't be processed at that moment.
- As your recent sales are released and increase your balance, you can try the refund again.
- If your business has few new charges, consider waiting for the next release cycle before committing to large refunds.
How they show up in your payouts
Payouts send the available balance for the period to your bank, with refunds already deducted. That's why a payout can be smaller than the sum of your sales: the payout detail breaks down sales, fees, and refunds so you can reconcile each amount.
What to check when reconciling
- Payout detail: confirm that each deducted refund matches a refund you recognize.
- Reports: refunds appear as separate movements; see How refunds appear in my reports.
- Fees: the fee on the original payment is handled under its own rules; see How refunds affect fees.