Voids and Refunds API

For a deeper understanding of voids and refunds, including key concepts and considerations, refer to this document.

Considerations per Country

Before using the Voids and Refunds API, keep the following country-specific considerations in mind.

Argentina

• A void request must be sent within 14 days; otherwise, the transaction is automatically voided.
• Refunds can be requested at least 10 minutes after approval and up to 357 days after the transaction.
• Refunds with decimal amounts are not supported.
• Once a refund is approved, the payer receives the funds within 30 working days.

Brazil

• A void request must be sent within 7 days; otherwise, the transaction is canceled.
• Refunds can be requested at least 10 minutes after approval and up to:
  • 87 days for transactions made with PIX.
  • 172 days for card transactions.
• Multiple partial refunds are supported for PIX transactions.
• Once approved:
  • Refunds for PIX transactions are processed immediately.
  • Refunds for other payment methods take up to 15 working days.

Chile

• Due to network restrictions, a void request can only be authorized within 3 hours after the transaction. If the void is not accepted or no capture is sent within 7 days, the transaction is automatically voided.
• Refunds can be requested at least 10 minutes after approval and up to 327 days.
• Refunds are available for transactions processed through WebPay Plus or Redcompra.
• For prepaid card transactions not processed by WebPay Plus:
  • Refunds requested within the first hour may be approved or rejected by the financial network.
  • Refunds requested after the first hour are automatically rejected.
• If a refund is rejected, PayU displays the corresponding error code.
• Refunds with decimal amounts are not supported.
• Once a refund is approved, the payer receives the funds within 8 to 20 working days.
• Partial refunds for transactions with installments are received online but processed manually due to acquirer restrictions.
• The minimum refund amount is 10 CLP.

Colombia

• Voids are not supported.
• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• The minimum refund amount is 100 COP.
• If a refund request is not submitted on the same day as the transaction capture (before 9 PM UTC-5), it is manually processed instead of being attempted online.
• Once a refund is approved, the payer receives the funds within 30 working days.
• Partial refunds are not available for international credit cards.

Mexico

• A void request must be sent at least 10 minutes after authorization and up to:
  • 30 days for most transactions.
  • 7 days for transactions made with American Express.
  • If no void or capture is sent within the timeframe, the transaction is automatically voided.
• Refunds can be requested at least 10 minutes after approval and up to:
  • 175 days for most transactions.
  • 40 days if processed by Bancomer.
• Once a refund is approved, the payer receives the funds within 30 working days.
• Refunds with decimal amounts are not supported.

Panama

• Voids are not supported.
• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• Once a refund is approved, the payer receives the funds within 8 working days.

Peru

• The maximum timeframe to void an authorization depends on the payment network:
  • Visa: 21 days → If no void or capture is sent, the transaction is auto-captured.
  • Mastercard: 28 days → If no void or capture is sent, the transaction is auto-captured.
  • American Express: 30 days → If no void or capture is sent, the transaction is auto-voided.
  • Diners: 11 days → If no void or capture is sent, the transaction is auto-voided.
• Refunds can be requested at least 10 minutes after approval and up to 357 days.
• Partial refunds are supported for transactions without installments (including transactions with a single installment).
• Partial refunds with Visanet must be sent at least one day after the transaction.
• Once a refund is approved, the payer receives the funds within 15 to 25 working days.
• The minimum refund amount is 1 USD or 1 PEN.

Void

The VOID method cancels a previously authorized transaction. This is an automatic process—as soon as the VOID request is sent, it does not follow any approval flow, and the transaction is not charged to the cardholder.

Parameters for Request and Response

API Call

The following examples show the request and response bodies for this transaction type.

{
   "language": "es",
   "command": "SUBMIT_TRANSACTION",
   "merchant": {
      "apiKey": "4Vj8eK4rloUd272L48hsrarnUA",
      "apiLogin": "pRRXKOl8ikMmt9u"
   },
   "transaction": {
      "order": {
         "id": "1400462414"
      },
      "type": "VOID",
      "reason": "Reason for requesting the void of the transaction",
      "parentTransactionId": "c8ec8737-7645-4756-a991-6e60a99eb4d9"
   },
   "test": false
}

{
    "code": "SUCCESS",
    "error": null,
    "transactionResponse": {
        "orderId": 1400462414,
        "transactionId": "57546e0a-8275-48e3-af11-7d3dc7420bfe",
        "state": "APPROVED",
        "paymentNetworkResponseCode": "0",
        "paymentNetworkResponseErrorMessage": null,
        "trazabilityCode": "49263990",
        "authorizationCode": "NPS-011111",
        "pendingReason": null,
        "responseCode": "APPROVED",
        "errorCode": null,
        "responseMessage": "APROBADA - Autorizada",
        "transactionDate": null,
        "transactionTime": null,
        "operationDate": 1624880273010,
        "referenceQuestionnaire": null,
        "extraParameters": null,
        "additionalInfo": null
    }
}

<request>
   <language>es</language>
   <command>SUBMIT_TRANSACTION</command>
   <merchant>
      <apiKey>4Vj8eK4rloUd272L48hsrarnUA</apiKey>
      <apiLogin>pRRXKOl8ikMmt9u</apiLogin>
   </merchant>
   <transaction>
      <order>
         <id>1400462466</id>
      </order>
      <type>VOID</type>
      <parentTransactionId>50876ad6-46f2-4c8d-bb91-2f028b56ccb8</parentTransactionId>
   </transaction>
   <isTest>false</isTest>
</request>

<paymentResponse>
    <code>SUCCESS</code>
    <transactionResponse>
        <orderId>1400462466</orderId>
        <transactionId>5fbb1ab0-3d2e-448f-a0be-b0bcfb5501ae</transactionId>
        <state>APPROVED</state>
        <paymentNetworkResponseCode>0</paymentNetworkResponseCode>
        <trazabilityCode>49263990</trazabilityCode>
        <authorizationCode>NPS-011111</authorizationCode>
        <responseCode>APPROVED</responseCode>
        <responseMessage>APROBADA - Autorizada</responseMessage>
        <operationDate>2021-06-28T06:57:44</operationDate>
    </transactionResponse>
</paymentResponse>

Refunds

A refund is issued when a merchant voluntarily returns the payment to the shopper. This can happen due to customer dissatisfaction or when the product is out of stock. The REFUND method reverses a previously captured transaction.

Refunds can be issued for the full amount or as a partial refund (PARTIAL_REFUND).

Parameters for Request and Response

API Call

The following examples show the request and response bodies for this transaction type.

{
   "language": "es",
   "command": "SUBMIT_TRANSACTION",
   "merchant": {
      "apiKey": "4Vj8eK4rloUd272L48hsrarnUA",
      "apiLogin": "pRRXKOl8ikMmt9u"
   },
   "transaction": {
      "order": {
         "id": "1400462687"
      },
      "type": "REFUND",
      "reason": "Reason for requesting the refund of the transaction",
      "parentTransactionId": "60e2080d-08b1-4db2-a54f-8bcbe8271662"
   },
   "test": false
}

{  
   "command":"SUBMIT_TRANSACTION",
   "language":"es",
   "merchant":{  
      "apiKey": "4Vj8eK4rloUd272L48hsrarnUA",
      "apiLogin": "pRRXKOl8ikMmt9u"
   },
   "transaction":{  
      "additionalValues":{  
         "TX_VALUE":{  
            "value":"950",
            "currency":"ARS"
         }
      },
      "order":{  
         "id":"1400462690"
      },
      "parentTransactionId":"0486359b-a048-4b6b-9b72-af584e710e64",
      "reason":"Reason for requesting the refund or cancellation of the transaction",
      "type":"PARTIAL_REFUND"
   }
}

{
    "code": "SUCCESS",
    "error": null,
    "transactionResponse": {
        "orderId": 1400462690,
        "transactionId": null,
        "state": "PENDING",
        "paymentNetworkResponseCode": null,
        "paymentNetworkResponseErrorMessage": null,
        "trazabilityCode": null,
        "authorizationCode": null,
        "pendingReason": "PENDING_REVIEW",
        "responseCode": null,
        "errorCode": null,
        "responseMessage": "1400462690",
        "transactionDate": null,
        "transactionTime": null,
        "operationDate": null,
        "referenceQuestionnaire": null,
        "extraParameters": null,
        "additionalInfo": null
    }
}

<request>
   <language>es</language>
   <command>SUBMIT_TRANSACTION</command>
   <merchant>
      <apiKey>4Vj8eK4rloUd272L48hsrarnUA</apiKey>
      <apiLogin>pRRXKOl8ikMmt9u</apiLogin>
   </merchant>
   <transaction>
      <order>
         <id>1400462689</id>
      </order>
      <type>REFUND</type>
      <reason>Reason for requesting the refund of the transaction.</reason>
      <parentTransactionId>1d31ea44-0d8f-4e65-93ac-6be4347e5b40</parentTransactionId>
   </transaction>
   <isTest>false</isTest>
</request>

<request>
   <command>SUBMIT_TRANSACTION</command>
   <language>es</language>
   <merchant>
      <apiKey>4Vj8eK4rloUd272L48hsrarnUA</apiKey>
      <apiLogin>pRRXKOl8ikMmt9u</apiLogin>
   </merchant>
   <transaction>
      <additionalValues>
         <entry>
            <string>TX_VALUE</string>
            <additionalValue>
               <value>950</value>
               <currency>ARS</currency>
            </additionalValue>
         </entry>
      </additionalValues>
      <order>
         <id>1400462690</id>
      </order>
      <parentTransactionId>0486359b-a048-4b6b-9b72-af584e710e64</parentTransactionId>
      <reason>Reason for requesting the refund or cancellation of the transaction</reason>
      <type>PARTIAL_REFUND</type>
   </transaction>
</request>

<paymentResponse>
    <code>SUCCESS</code>
    <transactionResponse>
        <orderId>1400462691</orderId>
        <transactionId>6cef020a-8006-4744-b7f9-d9a343807297</transactionId>
        <state>PENDING</state>
        <pendingReason>PENDING_REVIEW</pendingReason>
        <responseMessage>1400462690</responseMessage>
    </transactionResponse>
</paymentResponse>

Querying the Refund Status

As mentioned earlier, refund requests go through an approval process where PayU takes between 1 to 3 days to process and either approve or reject the request. You can check the status of a refund using one of the following methods:

Checking the Status via the PayU Management Panel

1. Log in to your PayU module account. In the left panel, expand the Transactions menu and select Sales Report.

   

2. Use the Filter my sales field to search for the order using the order ID or transaction ID.

   
   

3. The Status column indicates whether the refund has been approved, rejected or if it is pending.

   

Checking the Status via the Queries API

You can also check the refund status using the Queries API. To do so, send a request containing the order ID.

When querying an order, the system returns the latest transaction associated with it.

The response can indicate one of three possible statuses:

• Unresolved Request: If the refund request is still under review, the order appears with a CAPTURED status (result.payload.status in the response).

  • The first transaction type is AUTHORIZATION_AND_CAPTURE (result.transactions.type in the response).
  • The first transaction status is APPROVED (result.transactions.transactionResponse.state in the response).

• Approved: If the refund request is approved by a PayU customer service agent, the order appears with a REFUNDED status (result.payload.status in the response).

  • The first transaction type is REFUND (result.transactions.type in the response).
  • The first transaction status is APPROVED (result.transactions.transactionResponse.state in the response).

• Declined: If the refund request is rejected by a PayU customer service agent, the order appears with a CAPTURED status (result.payload.status in the response).

  • The first transaction type is REFUND (result.transactions.type in the response).
  • The first transaction status is DECLINED (result.transactions.transactionResponse.state in the response).