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The return of a payment to the payer takes place in two ways. A refund is the act of the integrator that orders the return of a paid transaction. A refund request is the request submitted by the payer, subject to the integrator’s decision.

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Refund

The POST /v1/transactions/{transactionId}/refund operation refunds a paid transaction in full. The amount is returned to the payer through the same payment method used, and the account balance is adjusted accordingly.
The refund is subject to the following conditions:
  • the transaction must be in the paid status
  • the refund always covers the full amount of the transaction
  • transactions paid by boleto cannot be refunded by the platform
Once the refund is completed, the transaction moves to the refund status, and the transaction_refunded event is notified.

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Refund request

A request submitted by the payer enters a queue for decision, and the refund_requested event is notified. The GET /v1/refund-requests operation lists the requests, filtered by status, refund channel and period.

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Decision

The request is decided through the POST /v1/refund-requests/{refundRequestId}/approve and POST /v1/refund-requests/{refundRequestId}/reject operations. Only requests in the pending status may be decided. On rejection, recording an objective justification in the reason field is recommended.

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Approval on expiry of the deadline

When a deadline is running, the autoApproveAt field states the time at which the platform will approve the request in the absence of a decision. The field is returned as null when no deadline is running.

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Refund channel

On approval, the refundChannel field states how the return is executed.

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Right of withdrawal

For contracts concluded away from business premises, Article 49 of Law No. 8,078 of 11 September 1990 (Brazilian Consumer Protection Code) grants the consumer the right to withdraw from the contract within seven days, with return of the amounts paid. Decree No. 7,962 of 15 March 2013 governs the exercise of that right in electronic commerce. Compliance with these rules in the relationship with the payer is the responsibility of the integrator.

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Distinction from infractions

Refunds result from an act of the integrator or from a request addressed to it by the payer. The return resulting from a dispute raised by the payer with their institution, in the Pix scheme, follows its own procedure, described in Infractions and MED.