Payment refunds

After a payment is created, the following operations are available:

  • Refund: Full or partial return of funds to the customer if the purchased product or service does not meet expectations or contract terms. A refund is processed after the customer has completed payment and the funds have been debited from their account. Learn more about refunds.

  • Rollback: Forced termination of payment processing at the order stage. Learn more about rollbacks.

If you are unsure which operation to use, refer to these instructions:

Warning

We do not recommend performing a refund and a rollback simultaneously for the same payment to avoid system errors.

Payment refund

Examples of when a refund should be used:

  • The size of an item doesn't fit or the item is defective.
  • The customer has changed their mind and wants to return an item within the period allowed by law or the agreement terms.
  • A service was not provided or was provided improperly.

A refund can be initiated in two ways:

  • In the personal account, the Payments section.
  • By making API requests.

Making a refund in the personal account

  1. Go to Payments and select a payment.

  2. In the bottom-left corner of the order card, click Apply for refund.

    Please note that the card's Price field specifies the price per unit.

  3. Select the items to refund and click Apply for full refund.

    Once confirmed, the refund procedure starts. The payment status in the personal account changes to Refunded.

  1. Go to Payments and select a payment.

  2. In the bottom-left corner of the order card, click Apply for refund.

    Please note that the card's Price field specifies the price per unit.

  3. Select the item to refund.

  4. Specify the number of items or the refund amount depending on what you want to return:

    • Some items: In the Quantity field, specify the number of items to be returned. The refund amount changes automatically.

      Restriction

      The number of items for a refund should not exceed the number of items in the order. You can set a non-integer value with up to 2 decimal places.

    • Part of the item cost: In the Refund amount field, specify the amount to be refunded.

      Warning

      If the remaining order total after the refund is not divisible by the remaining quantity of items, the refund cannot be processed and an error is returned.

      In that case, change the refund amount so that the remaining value can be divided by the number of items. If this is not possible, contact support.

  5. Click Apply for partial refund. Once confirmed, the refund procedure starts. The payment status in the personal account changes to Refunded in part.

    If the amount you refunded is less than the cost of items, the price per unit is automatically recalculated and updated in the order card.

Making refunds via the API

You can refund a payment in full or in part.

Refund workflow

Instructions

Below are brief instructions on how to make a refund. For detailed examples and specifications, see the /orders/{order_id}/refund method page.

  1. Call the /orders/{order_id}/refund method on the store's backend.

    To make a full refund, pass only the refundAmount parameter that is equal to the order amount.

    To make a partial refund, pass the refundAmount parameter that is equal to the refund amount and add one of the cart statuses:

    • targetCart: Final cart after the refund.

    • refundCart: Items refunded.

  2. Get a response and wait for the operation to complete.

    You cannot process multiple refunds for the same order simultaneously. Before sending a repeated request, verify that the current refund operation is complete and in a terminal status — FAIL or SUCCESS.

    Otherwise, you'll get a 409 Conflict response with an error message saying ANOTHER_OPERATION_IN_PROGRESS.

    Refund statuses:

    Status Description
    PENDING Refund is being handled.
    FAIL A refund error occurred (terminal status).
    SUCCESS The funds have been transferred to the customer's bank card or account (terminal status).

    To track the status changes, use /webhook notifications or the following requests:

  3. Once a refund is made, the paymentStatus changes to:

    Status Description
    FAILED A refund error occurred (terminal status).
    REFUNDED The funds have been transferred to the customer's card or account (terminal status).
    PARTIALLY_REFUNDED Part of the funds has been refunded to the customer's card or account (terminal status).

To learn more about statuses and errors, see:

Refund period

After Yandex Split gets the refund details, it makes settlements with the customer on its own. As a rule, the service initiates settlements immediately after you make the refund.

The refund period depends on the customer's bank. It may take from 1 to 30 business days.

The total refund amount for the current day is withheld the next business day from the partner payout for the order.

Example: An order for som 1000 is placed at your store and a refund of som 200 is issued. On the next business day, you receive a payout of 800 som (1000 − 200).

Rolling back a payment

You can roll back a payment in any status if you're using API integration.

Examples of when a rollback should be used:

  • The customer decides not to pay for the order at checkout.
  • The system can't handle a payment due to technical issues.
  • The customer has started making a payment but then closed the browser or terminated the session before the payment is completed.
  • The system has accidentally created two payments for the same order.

Rolling back a payment via the API

To roll back a payment, call the /rollback method. Once rolled back, the payment status changes to FAILED.

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