> ## 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.

# Payments FAQ

> Find answers to the most common questions about payment processing, collections, payouts, refunds, and transaction requirements.

## 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.