Refunds

Returning Money

1. Under your Merchant Profile

You can return successful payments (fully or partially). But this does not apply some payment methods.

Full instructions

2. By payment order

Send the order to the bank providing services to your organization. The bank credits the required amount to your personal account for refunds (your special account in Yandex.Checkout). After that we return the money to the user.

Full instructions

3. Automatically

Requires a developer's work under our API. If your store is signed up via the API, we prepared a special method. If your store is signed up via the HTTP protocol implementation method, we have a special protocol for managing orders (MWS).

4. Directly to the buyer

You can contact the buyer and return him the money in person: in cash, to bank card, or using other method.

What Payments Can Be Refunded

Payment method Refund/chargeback availability API code
Bank card AC
Apple Pay AC
Google Pay AC
E-money
Yandex.Money PC
WebMoney WM
QIWI Wallet QW
Online Banking
Sberbank Online

Only full amount refund

SB
Alfa-Click AB
Tinkoff TB
Loans
Installment plan

Only full amount refund

If 30 days or more have passed since the sale on an installment plan, we recommend contacting your manager before making a refund: they will help you do it properly.

CR
Cash
Cash GP
ERIP (Belarus) EP
Other methods
Direct carrier billing

Only full amount refund

MC
Mobile point-of-sale (mPOS)

Money is returned to the payer on the next business day

MP
WeChat Pay

Refund can be made within 3 months from the date of payment (due to restrictions on the WeChat's side).

You can make a refund from your personal dashboard until you receive the money for this payment,. Refunds after that are made by a payment order.

WP
B2B payments
Sberbank Business Online

Refund Only by Payment Order

SB

Refund by Payment Order

Each refund requires separate payment order. This order needs to include the following:

  • details of the payer's bank (your company),
  • details of the recipient's bank (Yandex.Money's common banking details),
  • number of the personal account for refunds and chargebacks (specified in Contract section of your Merchant Profile).

What to set as the payment purpose:

  • "Refund under contract",
  • number of the contract with Yandex.Money and its date of signing (you can look it up under your Merchant Profile in the Contract section),
  • ID of the payment that you need to cancel. You can copy it from daily registers or the payment history in your Merchant Profile. It looks like this: 2001234567890, or this: 123fb04b-000f-5000-6000-7809102345d6.

Sample of payment purpose: Return of funds under contract No. NEK 12345.01 dated 1 December 2014 for transfer No. 2001123456789 without VAT

How to access Merchant Profile

Returning money

  1. You send the payment order to the bank your company's correspondent account opened in.
  2. The bank transfers the required amount to your account for refunds in Yandex.Checkout.
  3. We return money to the user: to the card or wallet (depending on the payment method).

Example of a payment order

Commission on refunds

You don't pay the commission for a refund, only for a successful payment. If you're making a refund to the buyer, in some cases you'll need to pay the payment commission. This depends on your implementation method (you can check it in the settings section of Merchant Profile), as well as time and method of the refund.

Refund by Payment Order

In this case, Yandex.Checkout has already charged a commission for a successful payment, and this commission won't be refunded to you. No commission is charged for the refund. The buyer will receive the exact amount you specify in the payment order for the refund.

HTTP Protocol, Email Protocol, Payment module (HTTP Protocol) implementation method

If you make a refund on the day of payment (via protocol or your Merchant Profile), no commission is charged. The payment is simply canceled.

If you send a refund later (after 0:00 Moscow time), you pay the commission for the successful payment.

API or Payment module (API Protocol) implementation method

Payments via API are processed in two stages: first you create a payment, then you capture or cancel it (via the API or Merchant Profile). See documentation for details

If you have not captured the payment, you can simply cancel it: no commission is charged.

If the payment has already been captured, you can make a refund, but the commission will be charged without refund.

If you send payments with automatic confirmation, you will not be able to cancel them. Only refunds are available to you.

How to cancel payments made via API

How to cancel payments in Merchant Profile

You can find the detailed refund terms for WeChat and Installments in the Legal terms of Yandex.Checkout.

Blocking Refunds

Refunds via API and refunds via your Merchant Profile may sometimes be blocked. This happens if there is not enough money for a refund or you have a debt.

Not enough money for a refund

The amount of payments you received on the day of the refund is less than the refund amount.

In this case, you can make a refund by the payment order. The user will receive the money after the bank transfer. The term depends on the payment method: settlements to the bank card may be made after several days.

There is a debt

You have an outstanding balance in settlements with our company. You can view the amount of debt in the latest report.

You can pay the outstanding amount via a bank transfer, and refunds will be available again.

How to repay a debt

You can pay the outstanding amount in settlements with Yandex.Money via a bank transfer This order needs to include the following:

  • details of the payer's bank (your company)
  • details of the recipient's bank (Yandex.Money's common banking details);
  • number of the account for debt repayment on your contract (ask the manager).

What to set as the payment purpose:

  • "Repayment of debt on the contract",
  • number of the contract with Yandex.Money and its date of signing (you can look it up under your Merchant Profile in the Contract section).

Example of payment purpose: repayment of debt on Contract No. NEK.123456.01 dated 27.08.2018