When a refund can be performed

Every refund is checked against the list below before Ping contacts the payment provider. If a check fails, the refund is refused and the Payer is not affected. See Rejected refunds for the error each
check returns.

Always

1. Refunds are enabled for your Tenant, for the payment provider the Payment was made with. This is set up with Ping during onboarding.
2. The provider supports refunds. See Providers that support refunds.
3. The Payment is COMPLETED. No other Payment status can be refunded.
4. No other refund of the same Payment is in progress. Wait until the earlier refund has reached a final
   status (COMPLETED, DECLINED or FAILED) before starting the next.
5. The refund does not exceed what is left of the Payment. Each item can be refunded several times, but
   never for more than its own amount in total.

Depending on the Payment Order

Extra conditions once the order has settled

Once a Payment Order has settled, the money belongs to the parties it was settled to, and Ping can only refund the Payer by taking it back from the item recipient – the Merchant or Liquidity Account the item was sold for. Because Ping cannot take risk on the payment, two more conditions apply:

9. Refunds after settlement are enabled for your Tenant. This is off by default and is not self-service.
   Contact Ping at [email protected] to have it turned on.
10. The money can be covered. The item recipient must still hold enough settled money to cover the
    refund – or you name a refund reserve that covers it for them.

Providers that support refunds