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Refund and Recall

Overview

The Refund and Recall functionality in Crassula allows administrators to reverse transactions when necessary. These processes help manage erroneous, duplicate, or unauthorized payments by providing a structured way to return or retrieve funds.

Refund

Refund: Used for incoming transactions that need to be returned to the sender. This is commonly used when a payment was received incorrectly, the sender requests a refund, or regulatory requirements necessitate returning the funds. A Refund creates a mirror transaction with the opposite sign to the original transaction. This means that if the original transaction was an outgoing payment, the refund transaction will be incoming.

  • Refunds created in Crassula do not reach external providers unless the provider has a specific integration to support it.

  • Refund transactions do not automatically return fees from the original transaction.

Supported providers

  • CENTROlink: Currently, refunds are primarily supported for transactions processed via CENTROlink.

  • Provider (None): They can also be used with the manual provider (None), which means they are available even when no integrated provider is in use.

Recall

Recall: Applied to outgoing transactions when a payment needs to be retrieved after it is settled. Recalls depend on the payment provider’s policies and may not always be successful. A Recall is a request sent to the payment provider to cancel an already processed transaction and attempt to return the funds. Unlike a refund, which simply creates a reversing transaction within the system, a recall actively communicates with the provider to attempt a reversal.

  • The success of a recall depends on the recipient bank and payment network rules.

Supported providers

  • CENTROlink: Available only for transactions processed via CENTROlink that supports the recall functionality.

Parameters

Parameter

Description

Transaction ID

The unique identifier of the transaction being refunded or recalled.

Type

Defines whether the action is a Refund (incoming transaction) or a Recall (outgoing transaction).

Status

Displays the current state of the refund or recall request (e.g., Pending, Completed, Failed).

Provider

The payment provider handling the transaction (e.g., CENTROlink, Litas_sepa_mms).

Reason

The justification for initiating a refund or recall. Some reasons apply only to recalls (RFRO).

Additional Information

Any extra details or comments required for processing the request.

Refund and Recall Reasons

The dropdown menu for refund and recall reasons is available to clarify their use. It includes a detailed explanation for each reason, distinguishing between standard recalls (RFRO) and regular refunds.

When initiating a recall request via the provider, clients must select a reason from the predefined list:

  • Cancellation requested by the debtor

  • Payment is a duplicate of another payment

  • Agent in the payment workflow is incorrect

  • Currency of the payment is incorrect

  • Payment is not justified

  • Received and no remediation is possible

  • Fraudulent originated

  • Technical problems

These options ensure that transaction reversals are handled in compliance with banking regulations.

How to Process a Refund or Recall

  1. Locate the Transaction

    1. Navigate to the Transactions section in the Admin Panel.

    2. Search for the transaction using the Transaction ID or Provider filter.

  2. Initiate the Refund or Recall

    1. Click on the transaction and select Refund (for incoming transactions) or Recall (for outgoing transactions).

    2. Choose the appropriate Reason from the dropdown menu.

  3. Submit the Request

    1. Add any necessary additional information.

    2. Confirm and submit the request.

  4. Monitor the Status

    1. The transaction will be updated based on the provider’s response.

    2. If the recall or refund is declined, an error message will provide further details.