Payment returns

Returning an incoming payment, this service in the Client Portal enables you to initiate a return of an incoming payment directly from your transaction list. For example, if you receive a duplicate payment from a customer or partner, you can quickly initiate a return directly from your transaction list. This process is efficient and ensures all necessary checks and approvals are maintained.

All users with Initiate payments permissions can also return incoming payments.

The return payment, when initiated, follows the same conditions and limitations as a regular payment. See Single payments and Initiate the return of a payment (API reference) for more information.

Step 1:

• Log in to the Client Portal.
• Navigate to Transactions then Payments.
• Find the payment you wish to return in the transaction list.
• Click the three-dots menu and click the Return payment option.

Note: If a payment has already been returned, or if a return request is in progress, the Return payment option will no longer be available.

Step 2:

• A modal will appear showing payment details, including sender, amount, and value date.
• Select the appropriate Return reason from the dropdown (e.g., Duplicate payment, Remitter’s request).
• Click Return payment to continue.

Step 3:

• For security, you’ll be prompted for Strong Customer Authentication (SCA).
• Approve the request using your Authy Twillio app.

Step 4:

• Approval workflow, if additional approvals are required within your organisation, the return will appear in the Client Portal dashboard as a Return payment.
• The transaction will be flagged as a Return in the details drawer for easy identification.

Step 5:

• Once all approvals are completed, the returned payment will be processed.
• You’ll see the payment marked as Return of Payment in the transaction list.
• Payment status (e.g., "Pending", "Processed") help you monitor progress, returns are processed as outgoing payments.