> ## 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.

# Payin Management: Cancellation, Refunds, Reports and more

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**

1. Go to **Charges > Payin List**
2. Find the transaction you want to cancel
3. Click the **pencil icon** in the "Actions" column
4. 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**

1. Go to **Charges > Payin List**
2. Locate the transaction
3. Click the **eye icon** to view details
4. 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**

1. When accessing the tab, you must select a suggested filter to view the list of charges.
2. If you don't want to use the period filters, click the **filters icon** on the right side of the screen.
3. 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                               |

You can also **create and save custom filters** according to your needs.

## **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**

1. Select the desired filters to choose which charges appear in the file
2. Click the **download icon**
3. 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**

1. Go to **Payin Menu > Payin List**
2. Use the **filter** option to search for the refunded transaction
   * In the "Refund" field, choose **Partial Refund** or **Full Refund**
3. Alternatively, search directly by **invoice number**, **WE ID**, or **customer's CPF** (if the transaction is Paid or Credited)
4. Click the **eye icon** to view the transaction
5. Scroll to the bottom of the page – you will find the **refund history**
6. 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**

1. Select the desired filters
2. 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.