Definitions, Timelines, and How to Process Them
Tonder provides multiple ways to return funds to users depending on the transaction state and payment method. Understanding the difference between a Void, a Refund, and an Auto-Refund is critical for correct operations and user communication.
This article explains:
What each action means
Expected processing times
How to perform refunds directly in the Tonder platform
Void
What Is a Void?
A Void cancels a transaction before it is fully settled with the payment provider.
The transaction is stopped before funds are captured
No money is settled to the merchant
No processing fees apply
Key Characteristics
Fees: None
Best used when: The transaction was authorized but should not be completed
Processing Time
Instant to up to 3 business days, depending on the provider and bank
Once a transaction is voided, it cannot be refunded—because the funds were never captured.
Refund
What Is a Refund?
A Refund returns funds after the transaction has been successfully completed and settled.
Funds are sent back to the original payment method
Processing fees may still apply depending on the provider
Banks control the final posting time
Key Characteristics
Fees: Provider fees may apply
Best used when: The transaction was completed and must be reversed
Processing Time
1 to 45 calendar days
Timing depends on:
Card network or payment method
Issuing bank
User’s account type
Refunds are final and cannot be canceled once processed.
Auto-Refund (SPEI Only)
What Is an Auto-Refund?
An Auto-Refund is an automatic return of funds triggered by the system for SPEI deposits only.
This typically happens when:
The deposit cannot be correctly assigned
Validation rules are not met
The transaction is rejected after receiving funds
Key Characteristics
Payment method: SPEI only
Fees: None
Manual action required: No
Processing Time
Instant
Auto-refunds eliminate manual intervention and prevent funds from remaining in an unassigned state.
How to Process a Refund in the Tonder Platform
Follow these steps to manually refund a transaction:
Go to the Tonder Dashboard
Navigate to Transactions
Search for the deposit you want to refund
You can filter by:
Transaction ID
Amount
User email
Click on the transaction to open Transaction Details
Click Refund
Confirm the action
Once confirmed:
The refund request is sent to the payment provider
The transaction status will update accordingly
Important Operational Notes
Voids are only available before settlement
Refund timelines are controlled by banks, not Tonder
SPEI auto-refunds are system-driven and immediate
Always communicate estimated timelines, not exact dates, to users
Summary Table
Action | When It Applies | Fees | Expected Time |
Void | Before settlement | None | Instant – 3 days |
Refund | After settlement | May apply | 1 – 45 days |
Auto-Refund (SPEI) | SPEI only | None | Instant |
Final Note
Choosing the correct action—Void, Refund, or Auto-Refund—ensures accurate reconciliation, correct user communication, and efficient operations.
When in doubt:
Void before settlement
Refund after settlement
Rely on Auto-Refunds for SPEI edge cases
Our refund are instantly triggered, but the bank is the one that can take certain time to return funds.
