Documentation Index
Fetch the complete documentation index at: https://support.wepayments.com.br/llms.txt
Use this file to discover all available pages before exploring further.
This guide covers all management operations related to your Payin transactions at WEpayments. You will learn how to cancel charges, process refunds, understand anti-fraud procedures, navigate the Payin List, use filters and statuses, export files, access refund proofs, generate balance reports, and more.
1. Payin cancellation
When can a charge be canceled?
A charge can be canceled automatically after its due date if no payment is received, or you can request cancellation manually via the Dashboard or API.
How to cancel through the Dashboard
- Go to Charges > Payin List
- Find the transaction you want to cancel
- Click the pencil icon in the “Actions” column
- Click “Cancel payment”
⚠️ Important: You can only cancel transactions with the status “Created”.
Cancellation fees
| Payment Method | Cancellation Fee |
|---|
| Pix | No fee |
| Credit Card | No fee |
| Boleto (Bank Slip) | May apply, depends on your agreement with WEpayments |
💡 Fees are only applied to paid/credited transactions. If you have questions about boleto cancellation fees, contact our support team.
2. Refund (Payin)
According to the Brazilian Consumer Protection Code, customers have the right to cancel a purchase within 7 days of signing the contract or receiving the product/service.
WEpayments offers a simple refund option via Dashboard or API.
Refund by payment method
| Method | How to refund | Deadline for customer to request |
|---|
| Pix | Via API or Dashboard (“Reverse Pix” option) | Up to 90 days after purchase |
| Credit Card | Via API or Dashboard (“Reverse Credit Card” option) | Up to 180 days after purchase |
| Boleto | Not automatic. Requires Payout product or contact support | Varies |
How to refund via Dashboard
- Go to Charges > Payin List
- Locate the transaction
- Click the eye icon to view details
- Click the “Reversal” option
Refund timelines
| Scenario | Pix | Credit Card |
|---|
| Refund requested on same day as purchase | Immediate | Up to 72 hours (may be same day) |
| Refund requested after purchase date | Immediate | Up to 2 billing cycles (depends on the bank) |
💡 To confirm the refund to your customer, you can send the refund receipt available in the Dashboard.
Split charge refunds (sub-wallets)
If you have contracted the split billing model, WEpayments offers three refund debit options via the RefundMode field in the API:
| Option | How it works |
|---|
FULL_REFUND_CLIENT | Total refund amount debited only from your main wallet |
FULL_REFUND_RECIPIENT | Total refund amount debited only from the sub-wallet |
REFUND_BY_SPLIT | You choose how much is debited from the main wallet and how much from the sub-wallet |
3. Anti-fraud procedure
The anti-fraud system is provided by our card processing partner and applies to Credit Card transactions.
How it works
- The system is a neural network that interconnects multiple databases with dynamic indexing rules and relationships.
- A machine learning engine uses this network to feed risk analysis rule trees.
- Behavioral pattern changes are mapped in each rule to prevent false positives from contaminating analyses.
Important field for fraud checking
The email address is one of the most critical fields for data checking. Always ensure it is filled in correctly.
Additional controls
You can create Free lists and Block lists for emails, allowing you to release or block buyers based on their consumption profile. This increases purchase approval rates without compromising security.
4. Payin List
The Payin List tab gives you access to all generated charges, across all available statuses.
How to use it
- When accessing the tab, you must select a suggested filter to view the list of charges.
- If you don’t want to use the period filters, click the filters icon on the right side of the screen.
- To create a custom filter, click “Create new custom filter” and save it for future use.
5. Understanding Payin filters
Filters help you find specific transactions quickly. Available filter options include:
| Filter | Description |
|---|
| Created on | Date or period when the transaction was created |
| WE ID | Identification number generated by WEpayments |
| Payee (split) | Filter by sub-wallet (if you have registered sub-wallets) |
| Impacted balance | Total balance, available balance, or reserve balance |
| Transaction type | Withdrawals, collections, splits, credit notes, debit notes |
| Status | Created, paid, credited, canceled, rejected, etc. |
| Refund | Partial refund or full refund |
6. Understanding Payin statuses
Here are the main statuses you will encounter for Payin transactions:
| Status | Meaning |
|---|
| Created | Charge generated, awaiting payment |
| Paid | Payment confirmed, but not yet credited (common for boletos) |
| Credited | Amount available for withdrawal |
| Canceled | Not paid by due date or manually canceled (only possible from “Created” status) |
| Rejected | Credit card payment rejected (fraud, incorrect data, bank rejection) |
| Awaiting approval | Credit card payment pending issuer confirmation |
| Confirmed | Credit card payment confirmed by issuer |
| Error | Refund failed – contact support |
7. List of recurring payments
Recurring payments (Recurring Pix) allow you to generate serialized Pix charges – exactly like installments.
How to manage recurring payments
- Define frequency (e.g., every 5th day of each month)
- Define number of charges (e.g., 6 installments)
- View all recurring charges in the Payin List using filters
For more information about Recurring Pix, contact our support team or your account manager.
8. Exporting files
You can download files containing all information about your charges directly from the Payin List menu.
How to export
- Select the desired filters to choose which charges appear in the file
- Click the download icon
- Choose:
- “Export” – for the general list of charges
- “Export split” – for transactions from your sub-wallets (sub-portfolios)
📁 Limit: The export functionality is limited to 80,000 records per file.
9. Proof of refund
When you perform a refund, you can access the refund receipt directly in the Dashboard.
How to access the refund receipt
- Go to Payin Menu > Payin List
- Use the filter option to search for the refunded transaction
- In the “Refund” field, choose Partial Refund or Full Refund
- Alternatively, search directly by invoice number, WE ID, or customer’s CPF (if the transaction is Paid or Credited)
- Click the eye icon to view the transaction
- Scroll to the bottom of the page – you will find the refund history
- On the right side of the refund information, click the download icon to get the receipt
⚠️ Important: The download icon only appears if the refund status is “Paid”. If the status is “Error”, contact our support team before attempting to process the refund again.
10. Balance Report (Payin Statement)
The Statements tab provides a complete statement of your operation, including paid charges, tariffs, and splits.
Available filters
| Filter | Description |
|---|
| Created on | Date or period |
| WE ID | WEpayments identification number |
| Payee (split) | Filter by sub-wallet |
| Impacted balance | Total balance, available balance, or reserve balance |
| Type of transaction | Withdrawals, collections, splits, credit/debit notes |
| Transaction Type | Withdrawal, charge, fee, etc. |
| Description | Description of the debit or credit |
| Amount | Value of the operation |
| Impacted Balance | Which balance was impacted |
| Available Balance | Balance ready for withdrawal |
| Total Balance | Account balance including transactions not yet credited |
| Reserve | Guarantee reserve balance (per contract) |
How to download a statement
- Select the desired filters
- Click the download icon on the right side of the screen
11. Payin reports
The Reports tab gives you an overview of your operation.
What you can see
- Available balance (ready for withdrawal)
- Total balance (including transactions not yet credited)
- Summary of sub-portfolio balances (if applicable)
Difference between Total Balance and Available Balance
| Balance | What it includes |
|---|
| Total Balance | All amounts from charges that have been credited + charges that have been paid but not yet reached the final “Credited” status (e.g., boleto payments awaiting confirmation) |
| Available Balance | Only amounts that are ready for withdrawal – transactions with “Credited” status |
💡 Transactions that have been paid but not yet reached “Credited” status will not appear in the Available Balance.
Quick reference table
| Operation | Via Dashboard | Via API | Notes |
|---|
| Cancel charge | Yes (status “Created” only) | Yes | Boleto may have fees |
| Refund Pix | Yes | Yes | Immediate, up to 90 days |
| Refund Credit Card | Yes | Yes | Up to 72h or 2 cycles |
| Refund Boleto | Via Payout or support | Via Payout | Not automatic |
| Export charges | Yes (80k records/file) | Yes | Split option available |
| View refund receipt | Yes | No | Only if refund status = Paid |
| Generate statement | Yes | Yes | Multiple filters available |
Frequently Asked Questions (FAQ)
1. Can I cancel a charge after it has been paid?
No. Only charges with “Created” status can be canceled. Paid charges require a refund, not a cancellation.
2. Is there a fee for refunding a transaction?
Refund fees depend on your agreement. Generally, Pix and Credit Card refunds do not incur additional fees. Contact support to confirm.
3. How long does it take for a refund to appear in my balance?
Refunds debit your balance immediately. The customer’s receipt timeline varies by payment method (see table above).
4. Can I partially refund a credit card transaction?
Yes. Use the “Partial Refund” option in the Dashboard or API.
5. Why can’t I see the download icon for a refund receipt?
The refund must have “Paid” status. If it shows “Error”, contact support.
6. What is the reserve balance?
The reserve balance is a guarantee reserve amount defined in your contract. It appears in the Balance Report.
