A refund is created from the original payment's details in the Conekta Panel. You can refund the full amount or part of it, and the money goes back to the same method the buyer paid with.
Before you start
- Your user needs permissions to create refunds.
- The payment must have the status Paid and a refundable balance available.
- Be clear on whether the refund is full or partial, and for what amount.
Steps
En Panel Conekta: Payments → Payment details → Refund
Find the original payment
Search for the transaction in Payments — by buyer, amount, or reference — and open its details. See How to search for a payment if you can't find it.
Choose refund and set the amount
Select the refund option. For a partial refund, enter the exact amount; the rest of the payment remains as a sale.
Confirm the transaction
Review the summary and confirm. A refund can't be undone once it's created.
Expected result
The payment details will show the refund entry with its own status, and the amount is deducted from your balance. The buyer will see it reflected according to their payment method's timelines.
Common issues
- I don't see the refund option
Check your permissions and the payment status: only confirmed payments without an active chargeback can be refunded. Some methods have a maximum time limit for refunds.
- The buyer doesn't see their money
Timelines vary by method and bank. See How long a refund takes to reach the buyer before escalating.
Next step
Track the refund status from the same payment details until it shows as applied.