Pix Refund

If the merchant needs to refund a Pix payment, either in full or in part, a refund operation can be performed.

It’s important to note that the refund is not an instant operation and may or may not be accepted by the Cielo Pix Provider. When a refund is accepted, a ​notification​ is sent to the merchant.

Flow steps

1. The shopper requests a refund from the merchant;
2. The merchant sends the refund request to the Gateway de Pagamento;
3. The Gateway de Pagamento forwards the request to the Cielo Pix Provider;
4. The Cielo Pix Provider validates the refund eligibility;
5. The Cielo Pix Provider confirms the refund to the Gateway de Pagamento;
6. The Gateway de Pagamento sends the refund response to the merchant;
7. The merchant informs the shopper about the refund.

• The shopper must require to the store (merchant) the partial or total refund, through the store's support channels;
• The merchant agrees with the refund and identifies the original Pix payment.

When to ask for a Pix refund?

Some example scenarios for requesting a Pix refund are product return, charge errors, and product not available in stock.

Who should request a Pix refund via Gateway de Pagamento

The store (seller who received the Pix transaction amount) should request the Pix refund for API Gateway de Pagamento, in agreement with the shopper. Important: Be aware of time limits (regulated by Banco Central do Brasil).

How to ask for a Pix refund?

Via API Gateway de Pagamento .

Pix refund rules

• Refund will be effective only if the merchant has a positive balance.
• For transfers, sales and other Pix transactions, the time limit for refund is 90 days, according to Banco Central do Brasil.
• The account must be scheduled transfer (transferência programada).
• Clients that opt for automatic transfer will not have a positive balance in the payments account, therefore the refund will not be possible. The expected return is "Merchant with insufficient funds for refund" ("Lojista com saldo insuficiente para devolução").