Standard refunds allow you to refund each transaction processed via GoCardless individually. There is no limit as to how many transactions can be refunded so long as there are sufficient funds to process the refund, confirmed balance on your GoCardless account.Mandate level refunds are processed against a mandate rather than a payment, which allow you to issue bulk refunds. Mandate level refunds have a monthly cap. They require a more complex investigation and can take longer to process.
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Please note that requests for fewer than 50 payments do not meet our threshold. Should you require fewer payments to be refunded, you can still submit a request. Our team will be reviewing these on a case-by-case basis.
Please note that refunds below £1000 do not meet our threshold. Should you require a refund below this figure, you can still submit a ticket. Our team will be reviewing these on a case-by-case basis.
Please note that this will be the required amount that will be transferred to GoCardless as collateral, in form of a cash cover
As the bank debit system is not well suited to refunding payments, refunds are processed by GoCardless outside of the bank debit network and do not settle immediately. Although rare, there can be instances where a payment is initially marked as successful by the paying bank, only to be subsequently marked as having failed (late failure payments). For this reason, we strongly recommend that payments are not refunded within 7 days of being charged. This allows sufficient time for the payment to be settled into your bank account, ensuring that it was successfully collected and protecting you from refunding unreceived funds.
The cash cover process requires you to transfer funds to GoCardless in order to be able to process refunds above your available balance. The funds will be deposited into a ring-fenced account and held there so long as refunds are enabled. You may contact GoCardless if/when refunds are no longer needed and request the cash cover to be returned to you. Once processed, a refund event will be shown as a debit in the report of the payout the payment was settled against. In most cases, funds will be received within one business day of the refund being actioned. On some occasions, it may take two business days.