Request a manual refund

Some payment methods cannot be refunded from the panel. Pix is one of them: the gateway charges the payment but offers no automatic way to return it, so the Publica.la team handles the refund with the payment provider, outside the platform. In this article we show you how to request it.

For payment methods that can be refunded from the panel, follow the instructions in Refund user payments.

1. Go to Control Panel > Users and find the user you need to refund.

2. Click on the number of purchased publications under the corresponding column. The manual request is available for publications only, not for plans.

3. A window will open with the purchase. Click on the three dots and select Request manual refund.

4. The form opens. At the top you will see the details of the purchase already filled in (store, order, buyer, payment method, provider, payment ID, provider payment ID, payment date, and amount paid), so you do not have to complete them.

5. Fill in the refund details (required fields are marked with an asterisk):

Amount to refund: preloaded with the available balance of the payment. You can lower it if the refund is partial. It takes up to two decimals, with a comma or a dot; if the amount is not valid, the reason shows under the field.
Reason: the same list of reasons the panel refund uses.
Pix key type and Pix key: the type of key (CPF, CNPJ, phone, email, or random key (EVP)) and the key the money is refunded to. Choose the type that matches the key you are entering: the same sequence of digits can be a valid CPF and a valid phone number at once, and a mismatched type delays the refund.
Full name of the key holder, Document, and Holder document: who the key belongs to. Document is chosen from a list (CPF or CNPJ) and must match the number entered in Holder document.
Note: optional. Anything the team should know, for instance how the holder relates to the buyer.
Support ticket reference: optional. The ticket number, if the refund came from a support request.

6. If the panel cannot verify that the key holder is the buyer, you have to tick I confirm the refund goes to the holder declared above. That happens when the name does not match the buyer's and also when the buyer has no name on record. Without that confirmation the request is not sent, and the reason shows under the checkbox.

7. Click on Send request.

IMPORTANT INFORMATION:

The request is recorded on the purchase and the Publica.la team is notified. The estimated resolution time is 5 business days.
The purchase row shows Manual refund with the status of the latest request: Requested, In progress, Executed, or Rejected.
While the request is open (Requested or In progress), the three-dot menu offers View manual refund request and the window shows the open request instead of the form. Only one open request per payment is allowed.
If the Publica.la team rejects the request, reopening the window shows the Rejected notice above the form, with the amount, the date, and the reason for the rejection, so you can send a new request. The reason shows for 180 days after the rejection.
Unlike a refund from the panel, the user does not lose access to the content when the request is sent. Access is revoked once the refunded amount covers the full amount of the payment, and the purchase moves to Refunded.
The key and holder details are used only for the refund.
If the payment method has no form, the window shows a notice asking you to write to [email protected] so the team can handle the refund.

We hope this tutorial has been easy for you. If you have any further questions, please contact us at [email protected].