Not every payment can be returned at any time. Before attempting a refund, it's worth checking that the payment meets the basic conditions: that way you avoid the option showing as disabled or the operation failing.
Who this applies to
Anyone with permissions to process refunds in the Conekta Panel, for payments processed on their account.
General conditions
- Paid status: only confirmed payments can be refunded. A pending, declined, or expired payment has no funds to return.
- Payment age: there's a maximum period for refunds, which depends on the payment method. After that period, the option is no longer available.
- Sufficient available balance: the refund amount is deducted from your balance. If your available balance is lower than the amount to return, the refund can't be processed at that time.
- Remaining amount: if the payment already had partial refunds, you can only return the amount still associated with the transaction.
Restrictions by payment method
- Card: the refund always goes back to the same card used to pay; it can't be sent to a different account.
- SPEI bank transfer: the refund is sent to the originating bank account, so the timeframe and flow may differ from those for cards.
- Cash: since there's no originating account, these cases may require additional validation steps before being processed.
Cases that can't be refunded
- Payments with an open chargeback: the dispute blocks the refund while it's being resolved.
- Payments already refunded for their full amount.
- Payments outside the maximum period allowed by the payment method.
Next step
If your payment meets the conditions, continue with How to issue a refund from the Conekta Panel.