Refunds

What is a refund?

A refund is the action to voluntary return the money paid by a customer when any of the following situations happen:

• The product or service delivered does not met the expectations of the customer and they returned it.
• The product is out of stock, anf the merchant is not able to deliver the product to the client.

Refund procedure

Refunds are subject to review and approval of our team. The procedure to request refunds is explained below:

1. When a refund is requested by your customer, you need to request it using the PayU module. You just need to identify the order and provide a reason for refund.

2. Once you send the request, PayU reviews it and this is approved or rejected in one to three business days.

Refund states

A refund can be in one of the following three states:

• In return: the request has been sent to PayU for approval and it is under approval.
• Approved: the request has been approved by a PayU’s customer service agent.
• Declined: the request does not meet the policies defined by PayU and was rejected by an agent.

Permission required

To have access to this module, you need to have a profile with the following permission enabled:

• Refunds and Chargebacks > List Refunds
• Refunds and Chargebacks > Manage Refunds
  This permission allows you to perform refunds.

Refer to Profiles and Permissions for more information.

Considerations per country

Before requesting a refund, take into account the following country-specific considerations.

Argentina

• Refunds can be requested at least 10 minutes after approval and up to 357 days after the transaction.
• Refunds with decimal amounts are not supported.
• Once a refund is approved, the payer receives the funds within 30 working days.

Brazil

• Refunds can be requested at least 10 minutes after approval and up to:
  • 87 days for transactions made with PIX.
  • 172 days for card transactions.
• Multiple partial refunds are supported for PIX transactions.
• Once approved:
  • Refunds for PIX transactions are processed immediately.
  • Refunds for other payment methods take up to 15 working days.

Chile

• Refunds can be requested at least 10 minutes after approval and up to 327 days.
• Refunds are available for transactions processed through WebPay Plus or Redcompra.
• For prepaid card transactions not processed by WebPay Plus:
  • Refunds requested within the first hour may be approved or rejected by the financial network.
  • Refunds requested after the first hour are automatically rejected.
• If a refund is rejected, PayU displays the corresponding error code.
• Refunds with decimal amounts are not supported.
• Once a refund is approved, the payer receives the funds within 8 to 20 working days.
• Partial refunds for transactions with installments are received online but processed manually due to acquirer restrictions.
• The minimum refund amount is 10 CLP.

Colombia

• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• The minimum refund amount is 100 COP.
• If a refund request is not submitted on the same day as the transaction capture (before 9 PM UTC-5), it is manually processed instead of being attempted online.
• Once a refund is approved, the payer receives the funds within 30 working days.
• Partial refunds are not available for international credit cards.

Mexico

• Refunds can be requested at least 10 minutes after approval and up to:
  • 175 days for most transactions.
  • 40 days if processed by Bancomer.
• Once a refund is approved, the payer receives the funds within 30 working days.
• Refunds with decimal amounts are not supported.

Panama

• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• Once a refund is approved, the payer receives the funds within 8 working days.

Peru

• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• Partial refunds are supported for transactions without installments (including transactions with a single installment).
• Partial refunds with Visanet must be sent at least one day after the transaction.
• Once a refund is approved, the payer receives the funds within 15 to 25 working days.
• The minimum refund amount is 1 USD or 1 PEN.

Refund timelines and policies by country

	Time to send the refund		Min amount.	How long will take to the customer to get the money back?		Accepts partial refunds?
	Min.	Max.		Min.	Max.
	10 minutes	357 days 180 days (Partial refunds)	-	1 working day	30 working days	✓
	10 minutes 1 day (Partial refunds)	82 or 172 days for cards* 87 days for Pix	-	1 working day	15 working days	✓
	10 minutes	90 or 327 days*	10 CLP	8 working days	20 working days	✓
	10 minutes	357 days	100 COP	1 working day	30 working days	✓
	10 minutes	40 or 175 days*	-	1 working day	30 working days	✓
	10 minutes	357 days	-	1 working day	8 working days	X
	10 minutes	357 days	1 USD 1 PEN	15 working days	25 working days	✓

How to request a refund?

To request a refund, the transaction must be approved and without any pending dispute process. Follow the next steps to request it.

1. Log into your PayU account. In the left menu, expand the Transactions menu and select Sales Report.

2. The Sales Report opens. Locate the transaction you want to refund and click it.

3. The transaction details appear at the right of the screen, Click the Refund button at the end of the panel.

4. If you need to request a partial refund, check the option Partial refund and provide the requested value.

5. Provide the reason to request the refund (partial or total) and click Refund.

6. The summary of the request appears. While PayU process the refund, the amount of the refund is frozen in your account. If the request is approved, the amount refunded is returned to the customer through the payment method used.

7. Once the request has been approved, the status appears in the sale.

Getting the refund confirmation

When the refund has been approved, you can generate a receipt or send the confirmation to the payer. To do this, follow the instructions depending on the operation you want to perform.

Generate the refund receipt

To generate the refund receipt, locate the refunded sale and click the printer button located at the top right corner of the transaction details panel.

The print options of your browser opens, here you may physically print it or save it in PDF. The following image corresponds to the print options of Google Chrome.

Send the refund confirmation to the payer

Along with the print feature, you can also send a confirmation email to payer informing the result of the refund. This option is located in the Actions section in the bottom of the transaction details panel.

Once you click this button, the payer receives an email with the details of the refund.