Refund on a Payment Terminal

      Refund on a Payment Terminal

        Article Summary

        There are two ways to refund funds that have already been paid at the payment terminal:

        1. Directly in the payment terminal environment via the "Cancel" function. This is used to cancel the last transaction made, for example, if the operator enters the amount incorrectly during payment. The "Cancel" function does not require the presence of a payment card. A detailed description can be found in the article on the "Cancel" function.
        2. Through the "Refund" function, which is available in the Client Portal. "Refund" can be partial or full and is used, for example, in the case of a refund to the customer due to a claim.

        The Client Portal allows refunds for payments made by all payment methods and in all currencies. If the customer has paid by card, the money is refunded back to the same card used for the original payment.

        Refund customers exclusively through the client portal. Never refund money in any other way, e.g. by bank transfer. Compliance with this rule is a protection against possible fraudulent behaviour. Refunding only to the card used for the original payment is a binding rule of Mastercard and Visa.

        Refund to the payer

        As a standard, the payer will receive the refunded card payment within seven working days.

        Refund process

        1. Setting up a claim for a refund
          The person logged in as the administrator has the right to make a refund in the Client Portal. Search for the transaction, press the refund button and enter the requested refund amount.
        2. Compliance with the conditions for refund
          The Client Portal will accept a refund request for a payment that is in PAID or TRANSFERRED status.
          If the payment has not been completed by the payer and is in a PENDING status, we recommend that you use a cancellation instead. Please see above for more information on cancelling a payment. For an explanation of each payment status, please see the Client Portal article.
          Once you request a refund, the Client Portal will accept your request and queue it for processing. A sufficient turnover of new payments at your stores is a prerequisite for subsequent refunds. This means that in order to process a refund, you need new payments to your store at least equal to the requested refund amount plus the refund fee.
        3. Successful completion of the refund
          If you have sufficient payments received, the refund is processed immediately. For credit cards, we immediately forward the request to the processing bank.

        Cancellation of refund

        You can cancel your refund in the Client Portal. First, search for the transaction and press the "payment detail" button. In the payment detail you then press the "cancel payment" button.

        A request to cancel a refund can be made while the refund is in the pending status, i.e. while the request is in the statuses:

        • Pending payment confirmation
        • Pending sufficient funds

        If our system has already placed a hold on a partial refund, the funds will be transferred to you in the next daily transfer.

        Refunds in the client portal

        All refunds are available in the Client Portal under Payments > Refunds. Here you can use the filters to search for a specific refunded payment and check its status.

        Status of refunds

        awaiting sufficient funds   the store does not have sufficient incoming payments (in the amount of the refunded amount).

        awaiting execution This is a newly established refund. It will be evaluated to determine if there are sufficient funds for execution or if the refund is already waiting for the order to be sent to the processing bank.

        awaiting payment confirmation – occurs when a request has been made for a payment in the PENDING status. This payment must first go to the PAID status in order for the refund to be processed.

        in progress   the processing bank has accepted the request for refund.

        executed   this is a confirmed refund that has been successfully executed and confirmed by the processing bank.

        cancelled  you can cancel the refund yourself until it is in an in progress status. A refund will be cancelled automatically if the store does not have sufficient funds to process the refund after 14 business days.

        Pendng refunds

        If there are any refunds pending in your store, we will notify you via email. Unpaid refunds may occur due to insufficient funds or if the payer has not provided a refund account number within 7 days.


        Report details
        ReceiverMerchant e-mail
        SubjectAktuální stav refundací obchodu
        AttachmentNo attachment
        Reports of refunds that have not been executed are sent to the email address provided in the Client Portal's Integration tab under Contact Details for bulk payment statements.
        These messages cannot be turned off.

        Insufficient funds

        In the event that there are insufficient payments on your store for a refund to be processed, the client portal will withhold all funds from payments made on your store. 

        If, even after 14 working days from the date of the refund request, the volume of payments does not cover the amount of the refund, the request is automatically cancelled. All withheld funds are transferred to your bank account without delay. The system will then allow you to re-submit the refund request.

        If you know that you will not have sufficient payment volume for the refund, you can contact our customer support. They will arrange with you to send the necessary amount of money to successfully complete the refund.

        Price and billing

        Refunds are deducted from your daily bulk transfers as standard. This means that we will send you the transfer less the amount of the refund and the refund fee. This way you do not have to manually pay the refund by bank transfer.

        The fee is 2 CZK for each individual refund. In the case of payments in foreign currencies, the equivalent in that currency is charged, i.e. EUR 0.07 / USD 0.08 / GBP 0.06 / PLN 0.29 / HUF 25.

        You will find out about the deduction of the refund from the daily transfer in the payment schedule that we send to your email in CSV, PDF and ABO form. It is also possible to download the statement via the API interface or in the Client Portal.

        The payer has made a payment of CZK 2 500. After deducting a transaction fee of 0.9% + CZK 1, a payment of CZK 2 478.50 is transferred to the shop. The following day the e-shop wishes to make a full refund of this payment of CZK 2 500. The volume of payments to the shop after deduction of fees is on this date in the amount of CZK 15,678.10. After the refund has been made, the amount of the refund and the fee for it will be deducted from the payment: 15 678,10 - 2 500 - 2 = 13 176,10 CZK. This amount is transferred to the store.

        Frequently asked questions

        When is the latest I can refund a payment since it was paid?

        Refunds should be made within a maximum of 6 months from the date of the original purchase.

        How long does a refund take?

        Refunds are entered immediately, however banks have 7 working days to process. You can also track the status of your refund directly in the Client Portal under Payments > Refunds. There you can also check if the refund has been processed.

        What happens to a refunded payment if the payer no longer has a valid card?

        If the card is invalid, the issuer will reject the refund and the bank will not refund the payment to the payer. We will inform you of this fact. You will then contact the customer to find out where to transfer the money. For these cases, we recommend that you offer your customers another form of refund.

        What is the difference between a chargeback and a refund?

        A refund is a return of funds back to the payer based on your request. You will use a refund when the payer returns goods or services within the 14-day period, when compensating the payer for undelivered goods/services, when refunding an advance to the payer, etc.

        Chargeback is the return of funds charged in a card transaction back to the payer and is made whenever the payer denies that he/she has given the instruction to pay by credit card or claims delivery of goods or services. It is not carried out on your initiative, but at the initiative of the payer. 

        Do I need to use Comgate for a refund?

        Refund customers exclusively through the refund process in the client portal. Never refund money in any other way, e.g. by transfer to the customer's bank account. This is the policy of the card companies Mastercard and Visa.

        How do I know if it is a refund in the accounting system?

        A refund is marked with a negative sign (-) on the payment schedule, as is the refund fee.

        Information on using the "Return" feature

        The "Return" feature is not automatically part of the payment application, it is activated individually based on the risk department's assessment. If you are interested in this feature, please contact us by phone +420 228 224 267 or email

        Only use the "Return" feature if the original payment was made earlier in the past. You can use this feature, for example, in the event of a subsequent claim or return. Returns can only be made in the presence of a credit card.

        The feature is protected by a PIN code that is entered when it is called up on the payment terminal. The PIN code has been sent to your contact email. We recommend that you change the PIN once you have received it. The procedure for changing the PIN can be found at the bottom of this page. The PIN cannot be removed from the terminal. For security reasons, we recommend that you disclose the PIN only to an authorised person.

        Return procedure

        1. Select "Return" in the application menu.

        2. Enter the PIN. You will receive it from us via e-mail. After receiving it, we recommend you change it. The instructions are below.

        3. Enter the amount you want to refund to the payer.

        4. The terminal prompts you to place a payment card to the terminal.


        5. After a successful refund, the terminal displays "Complete" and prints a receipt automatically.

        Procedure for changing the PIN

        1. Select "Settings" in the application menu.

        2. Click on "Refund PIN".

        3. Enter the current PIN you received in the e-mail, then enter the new PIN. Confirm with the "FINISH" button.

        4. If the change was successful, the terminal displays "PIN change successful". Then use the upper left arrow to return to the application menu.

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