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Payments & Operations

Managing Refunds

Learn how to process refunds for your customers, and manage and export your account’s refund transactions history.
Do refund links expire if unclaimed?

Your customer forgot to claim theirTransFi refund? No worries, they can claim it at any time.

Refund links do not expire. They can claim it at any time.

Facing any issues? Do not hesitate to get it in touch via customercare@transfi.com. They will be more than happy to help!

My customer made a short payment. What happens next?

Transactions for short payments will not go through. The short payments will be refunded to your customer.

The way refunds are processed will depend on the chosen merchant settings. The following settings are available for merchants:

  • Automatic refunds setting: All short payment refunds will be processed automatically within 24 h during which the paying customer can make the payment.
  • Manual refunds: You will receive a refund of the amount after the network fee is deducted, after 24 hours. If not received, please contact your merchant. 


Any questions? Please reach out to customercare@transfi.com. We will be more than happy to assist.

My customer made an overpayment. What happens next?

Overpayment is when your customer paid more than what is necessary for a purchase.

By default, any overpayments will be promptly refunded to the customer automatically.

Nevertheless, the merchant retains the option to deactivate this automatic refund feature, which would result in the overpayment being credited to their balance instead. In such cases, refunds can be processed manually upon customer request.

Should you wish to customize your account settings regarding overpayments, reach out to customercare@transfi.com.

What is an overpayment?

An overpayment is when your customer pays more than what is necessary.

An overpayment is when your customer makes a payment that exceeds the value of the purchase.

Has your customer made an overpayment?

Any questions? Please reach out to customercare@transfi.com. We will be more than happy to assist.

What is a short payment?

A short payment is when your customer made a payment with insufficient funds.

Any questions? Please reach out to customercare@transfi.com. We will be more than happy to assist.

When will my customer receive the refunds?

At TransFi, refunds are initiated instantly.

With the exception of short payments, refunds will be initiated instantly.

Any questions? Please reach out to customercare@transfi.com. We will be more than happy to assist.

What should I do if the end-user made an under payment to the merchant?

In the case of short payments, where the end-user paid less than required, refunds will be processed based on the chosen merchant settings.

The following settings are available for merchants:

  • Automatic refunds setting: If automatic refunds are enabled, all under payment refunds will be processed automatically within 24 hours, during which the paying customer can make the payment.
  • Manual refunds setting: The end-user will receive a refund of the amount after the network fee is deducted, after 24 hours. 

For excess payment, please reach out to customercare@transfi.com. TransFi will be notified and will process the refund of excess payment.

Why is the status of the refund I initiated showing "New"?

You have ordered a refund for your customer and you are wondering why the status of the refund is showing "New"? Here's what to do:

In this case 'New' means that the refunded has successfully been initiated but the customer is yet to provide us with the address to receive the funds. 

It would be a good idea to remind your customer to send over their wallet address. 

For more assistance, kindly contact customercare@transfi.com.

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