According to the Consumer Protection Code, in Brazil, customers have the right to cancel a purchase within 7 days of signing the contract or receiving the product or service.
To assist you in this process, WEpayments offers a simple and quick refund option through our dashboard or API.
See below how reversal work for each payment method:
Pix and Credit Card Reversal
If your customer has requested a chargeback for a purchase made via PIX or credit card, you can process the chargeback directly through WEpayments via the API or by making the request on our dashboard under the Pix Chargeback option available in the charge view.
Go to: Charges > Charge List > Locate the transaction > Access it by clicking on the “eye” icon > Click on the Reversal option
After requesting the reversal, you can check its status on our dashboard:
Reversal deadlines
- Refunds made through PIX are immediate, and once completed, the customer can see the amount in their account.
- The time it takes for the customer to receive the credit card refund may vary depending on their bank.
- Generally, for refunds requested on the day of payment, the deadline is up to 72 hours, and may even occur on the same day.
- For refunds requested after the day of purchase, the deadline can be up to two billing cycles, depending on the bank.
- To confirm to your customer that the refund has been made, you can send the refund receipt available on our dashboard.
- The deadline for the customer to request a refund for a payment via PIX is up to 90 days after purchase and up to 180 days for credit cards.
Boleto Reversal
- If you received a payment via Boleto and your customer ended up requesting a refund, you can issue the refund through WEpayments, but this feature is not automatic.
- If you have contracted the WEpayments Payout product, you can make the refund by making a payout to the beneficiary via API or directly through our Dashboard.
- If you do not have the Payout product, you can contact our support and customer service team to find out how to refund your customer through WEpayments.
Split Charge Refunds (sub-wallets)
If you have contracted the split billing model, WEpayments offers three chargeback debit options, and you can select the chargeback model when creating a charge via API. To do this, when creating the charge via API, you must fill in the RefundMode field with the chosen chargeback option.
FULL_REFUND_CLIENT
With this option, the total refund amount is debited only from your main wallet, without debiting any amount from the sub-wallet involved in the split charge.
FULL_REFUND_RECIPIENT
With this option, the total refund amount is debited only from the sub-wallet, without debiting any amount from your main wallet.
REFUND_BY_SPLIT
This option gives you more flexibility to choose which wallet the refund amount will be debited from. You can choose to debit part of your main wallet and part of the sub-wallet involved in the split of the charge to be refunded. The exact amount that will be debited from each is at your discretion.