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.

Recall = WE ASK to return. Refund = the money has ALREADY been returned.

Refund

Refund is an operation of returning the funds executed already by the provider.

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

Currently, refunds are supported for transactions processed via CENTROlink and SEPA provider.
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 is a request to the payment provider to cancel an already processed payment and attempt to refund the money.

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

Supported providers

CENTROlink and SEPA provider: Available only for transactions 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.
The list of available reasons depends on the provider. Selecting a reason your provider does not
support returns an error at submission — this is expected behaviour, not a fault.

How to Process a Refund or Recall

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.
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.
Submit the Request
1. Add any necessary additional information.
2. Confirm and submit the request.
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.
Fee handling on returns
When an incoming payment is recalled and the recall is accepted, the amount returned is the received amount minus the original incoming fee, where the provider supports fee deduction on return. Where the provider does not support it, the full amount is returned, and the fee is not refunded to the client.
When a recall is created on an outgoing payment, the original fee is not returned to the client.