Refunds

Why can't I initiate a refund?

Refunds can only be initiated within 90 days of the initial payment.

How do I initiate refunds for successful payments?

Refunds can be initiated through our dashboard or via API.

How long does it take to receive refunds?

For payments collected via Stripe's payment methods

Once refunds are initiated, PaySG immediately forwards the request to Stripe, which submits the refund requests to the payer's bank or card issuer. The payer sees the refund approximately 5 - 10 business days later, depending on the bank or card issuer.

For payments collected via bank PayNow

Refunds are credited back into the payer's account in real-time.

Can refunds be credited to a different bank account/card from the initial paying bank account/card?

No. Refunds will be processed via the payment method that the payment was made by.

Can PaySG handle refunds for payments that were not collected on PaySG?

No, we only process refunds for payments collected via PaySG.

Are there any charges/fees for refunds?

No, there are no additional transaction fees incurred for refunds.

Does PaySG have a refund API?

Yes, we have a refund API available.

Does PaySG support multiple partial refunds?

Yes, we support partial refunds. You may initiate multiple refunds within the remaining refundable amount. Refunds will be processed one at a time.

Which PayNow payments will automatically be refunded by PaySG?

This is only applicable to agencies with direct bank integration for PayNow, not Stripe PayNow.

Only the first successful payment that includes (1) the correct reference ID and (2) correct payment amount will be recognised and marked as "paid".

The following payments will be automatically refunded:

• Payments made with a correct reference ID that matches an expected unpaid payment in PaySG, with an incorrect payment amount.

• Payments made with a correct reference ID that matches an expected payment in PaySG, but the payment has already been made (i.e. a duplicate payment).