A refund is a standard reversal that you as the merchant submit from the GoPay system, either from the admin interface (GoPay business account) or via the API. It is therefore a payment dispute raised by the merchant. A refund can also be issued by GoPay, provided that you as the merchant agree to it.

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The Mastercard card scheme has issued recommendations for smooth refund processing that you should follow.

The most important recommendations are covered in the following points:

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A payment should be refunded no later than 6 months from the date of the original purchase, unless stated otherwise, for example by law or other applicable regulation.

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You must submit the refund request no later than 24 hours after you confirm to the customer that the refund will be processed.

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In some situations, such as an invalid card or a closed bank account, the card issuer (the customer's bank) may decline the refund. This means the bank will not return the payment.

You should cover such cases in your refund policy and offer customers an alternative way of returning the funds, for example in cash.

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The recommendations above are essential for processing payment disputes smoothly and for avoiding potential chargebacks (a dispute raised solely by the customer).

Incorporate these changes into your refund policy to prevent any misunderstandings with card issuers (i.e. banks).