According to the Brazilian Consumer Protection Code, customers have the right to withdraw from a purchase within 7 days from the contract signing or receipt of the product or service.
To assist you in this process, WEpayments provides the possibility of refunds in a simple and fast manner through our dashboard or via API.
Below is how refunds work for each payment method:
Refund Pix
If your customer has requested a refund for a purchase made via PIX, you can process the refund directly through WEpayments via API or by submitting the request on our dashboard under the "Reverse Pix" option available in the charge view.
After the refund request is made, you can check its status on our dashboard:
The refund made via PIX is immediate; as soon as it is completed, the customer can already see the refunded amount in their account.
The timeframe for the customer to request a refund for a payment via PIX is up to 90 days after the purchase.
For more details on the refund request, click here.
Credit Card Refund
If your customer decides to cancel a purchase, they can request a refund of the amount to their credit card.
Just like with PIX, you can process the refund via credit card directly through WEpayments using our API or by submitting the request on our dashboard under the "Credit Card Refund" option available in the charge view.
After requesting the refund, you can check its status on our dashboard:
The timeframe for the customer to receive the credit card refund may vary depending on their bank. Typically, for refunds requested on the day of payment, the time frame is up to 72 hours, and it may even occur on the same day. For refunds requested after the purchase date, the time frame can be up to two billing cycles, depending on the bank.
To confirm to your customer that the refund has been processed, you can send the refund receipt available in our panel.
Bank Slip Refund
If you received a payment via Boleto and your customer requested a refund, you can process the refund through WEpayments. However, this functionality is not automatic.
If you have subscribed to the Payout product from WEpayments, you can process the refund by initiating a payout to the beneficiary through our API or directly via our Dashboard.
If you do not have the Payout product, you can contact our support and service team to inquire about how to process the refund for your customer through WEpayments.
Refund of Split Charges (Sub-wallets)
If you have subscribed to the split charging model, WEpayments offers three options for refund debiting, and you can select the refund mode at the time of creating a charge via API. To do this, when creating the charge via API, you should fill in the "Refund Mode" field with your chosen refund mode option.
FULL_REFUND_CLIENT
In this option, the total refund amount is debited only from your main wallet, without deducting any amount from the sub-wallet involved in the split charge.
FULL_REFUND_RECIPIENT
In this option, the total refund amount is debited only from the sub-wallet, without deducting any amount from your main wallet.
REFUND_BY_SPLIT
In this option, you have more flexibility to choose from which wallet the refund amount will be debited. You can choose to debit a portion from your main wallet and another portion from the sub-wallet involved in the split charge to be refunded. The exact amount to be debited from each is at your discretion.