We may be able to refund payments on your behalf, however, we review this on a case by case basis as refunds are paid directly from our bank account before balancing this out against your pending/collected payments.
- Name and email address of the customer(s)
- Payment ID (Begins PM000... you can locate this in the top left-hand corner of the dashboard when viewing an individual payment)
- The amount to be refunded
Our team will then review your request and get back to you.
Your refund will be processed on or after the payment’s payout date. If the payment has not yet reached this status when you send your request, we will advise on the day it will be processed in the confirmation you receive.
Both yourself and your customer will receive an automated notification email when the refund is actioned.
3.Customer receives refund
The customer will receive the funds back into their bank account within one working day of being processed.
You will be able to view the refund as a ‘debit’ within the breakdown of the payout it was settled against.
GoCardless recommends that payments are not refunded within 7 days of being charged, this gives added protection against refunding unsettled payments. This means that any payment collected from your customers cannot be refunded until 7 days after the payment was charged, allowing sufficient time for the payment to settle into your account, prior to the refund request.
This period is imposed as default, however if you would like to opt-out of this safety feature, you are able to select this on the contact form linked above.
As a result, refunding larger payments through GoCardless offers a greater risk to both yourself (the merchant) and GoCardless as the customer can could receive the funds twice.
Due to the risk of chargebacks we will generally only agree to refund low value payments.
For larger value payments, we advise merchants to refund their customers outside of GoCardless.