Refunds
Refunds can be initiated within the ICEPAY portal, or by using our API
See Payment methods for specific information about the refund method per payment method.
Refund with ICEPAY Portal
- Login on the ICEPAY Portal
- Go to Payments and search the payment you want to refund.
- On the Payment page, you will see if the payment is refundable.
- Select the Refund option and enter the amount.
Refund with API
Go to Refund API documentation for more information.
Processsing time
Refunds are generally processed within 5 business days. This can differ based on issuer or bank.
Card refund
Card processing time
- Within 1 business day the refund will be sent to relevant issuer.
- Within 14 business days the refund will be processed by the issuer, this depends on the issuer.
- If the refund is not visible for the customer, but it says REFUNDED in the ICEPAY portal, we recommend the customer to contact the issuer.
- After 14 days it is possible to request a ARN from ICEPAY. This can be provided to the customer to contact the issuer.
Refund status
To view the status of your refund go to the original payment the refund was made for.
Or go to Refunds and search based on the payment ID or the refund ID.
| Status | Meaning |
|---|---|
| Pending | Refund is initiated and is waiting for the system to process it. |
| Completed | Refund has been processed successfully. |
| Refused | Refund was refused |
Cancel a refund
Refunds can be canceled if the status is still Pending. Go to the original Payment and select cancel refund in the table found below.
Refund types
| Type | Meaning |
|---|---|
| Full | The full amount will be refunded. |
| Partial | A set amount will be refunded. Multiple partial refunds can be made, but the total amount can not exceed the original amount. |
Reasons a refund can not be initiated
| Type | Meaning |
|---|---|
| Refunds disabled | Refunding is currently disabled for your ICEPAY account. Contact us |
| Wrong payment status | Refunds can only be initiated if the payment has status OK. |
| No IBAN/BIC available | IBAN and BIC are needed to initiate refunds. Check back later to see if the information is available. |