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 (receiving payments)
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 canceling a charge?
Pix and Credit Card: no fee. Boleto: may apply depending on your agreement. 3. 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. 4. How long does a refund take?
Pix: immediate. Credit Card: up to 72 hours (same day) or up to 2 billing cycles (after purchase date). 5. What is the deadline for a customer to request a refund?
Pix: up to 90 days after purchase. Credit Card: up to 180 days. 6. How do I refund a boleto payment?
Not automatic. If you have Payout product, make a transfer to the customer. Otherwise, contact support. 7. What happens if a customer pays a boleto after the due date?
Depends on your interest and fine configuration. The boleto may be accepted with additional fees or simply canceled. 8. Why is my boleto “Paid” but not “Credited”?
Boleto payments require settlement confirmation (typically D+1). “Paid” means the customer paid; “Credited” means funds are in your Available Balance. 9. Can I partially refund a credit card transaction?
Yes. Use the “Partial Refund” option in the Dashboard or API. 10. For international companies, which payment method is best?
Credit card with early settlement (D+1) + FX. Pix also works, but the customer needs a Brazilian bank account.
Payout (sending payments)
11. Can I cancel a Payout after it has been submitted?If status is “Created” or “Processing,” contact support immediately. “Paid” payments cannot be cancelled. 12. Why did my Payout fail?
Common reasons: insufficient balance, incorrect beneficiary data, bank rejection, amount exceeding limits. 13. How do I retry a failed Payout?
Create a new payment with corrected information. Failed payments are not automatically retried. 14. Can I schedule Payouts for a future date?
Contact support for information about scheduled Payouts (available depending on contract). 15. What is the difference between PIX and TED for Payouts?
PIX: instant, 24/7, up to ~R$15,000. TED: 1 business day, banking hours only, no upper limit. 16. Can I pay a foreign beneficiary with Payout?
No. The recipient must have a bank account in Brazil (with CPF or CNPJ). 17. Can WEpayments automatically retry failed payments?
No. Automatic retries are not available. You must create a new payment after correcting the issue. 18. What is the difference between a failed payment and a canceled payment?
Failed: Payment could not be completed due to an error. Canceled: You deliberately stopped the payment. 19. What happens if a beneficiary’s bank account is closed?
The payment will fail. Contact the beneficiary for new account details. 20. Can I get a refund of fees for failed payments?
Typically no. Fees are charged for the processing attempt. Contact support for exceptional cases.
Data Collect and validation
21. How long does a beneficiary have to complete Data Collect?The link expires based on your configuration (typically 7–30 days). 22. Can I use Data Collect for both individuals and companies?
Yes. Data Collect works for both CPF (individuals) and CNPJ (legal entities). 23. What happens if validation fails?
The beneficiary will be notified and can correct their information. You can send a new Data Collect request. 24. Is Data Collect available via API?
Yes. All Data Collect features are available through our API. 25. Can I validate a PIX key without sending a full Data Collect request?
Yes. Use the PIX key validation endpoint in our API.
Transaction lifecycle and statuses
26. How long does a transaction stay in “Processing” status?PIX: seconds. TED: up to 1 business day. Credit card: minutes to hours. 27. Can a “Paid” transaction be reversed?
Yes, via refund (Payin) or by creating a new Payout (for mistaken payments). Refunds are not automatic. 28. What is the difference between “Canceled” and “Rejected”?
Canceled: Transaction was deliberately stopped (by you or by expiration). Rejected: Transaction was refused by the bank, card issuer, or fraud system. 29. How can I track credit card installment receipts?
Go to Dashboard > Statement > Credit Card – Installment Calendar to see month-by-month forecasts. 30. What does “Balance awaiting release” mean?
Funds held due to pending KYC or compliance review. After approval, the amount is released.