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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
Locate the Transaction
Navigate to the Transactions section in the Admin Panel.
Search for the transaction using the Transaction ID or Provider filter.
Initiate the Refund or Recall
Click on the transaction and select Refund (for incoming transactions) or Recall (for outgoing transactions).
Choose the appropriate Reason from the dropdown menu.
Submit the Request
Add any necessary additional information.
Confirm and submit the request.
Monitor the Status
The transaction will be updated based on the provider’s response.
If the recall or refund is declined, an error message will provide further details.