Skip to content
English
More support
Back to environment
  • There are no suggestions because the search field is empty.

How does a refund of a payment work?

How an amount goes back to the payer: automatically or via support.

Sometimes money needs to go back to the payer, for example if a payment couldn't be matched to a sales invoice. This can happen automatically or via support.

OWNER Pay is being replaced by OWNER Wallet (expected end of 2026). You keep the same account; your account just needs to be verified again. With OWNER Wallet, you'll soon be able to make refunds yourself.

Automatic refund

If an unsettled amount remains, OWNER Pay tries to refund it automatically after 75 days to the account it was paid from. If that doesn't work, for example because the payer's account details are missing, the amount is transferred to the general balance of the OWNER Pay account after 90 days. You then arrange the repayment with the debtor yourself.

Faster refund via support

Don't want to wait? Contact support. It then works like this:

  1. The payer receives an email from Stripe, OWNER's payment partner, asking them to enter their account number.
  2. As soon as the payer has done that, the refund is processed.
  3. The money is then in the payer's account within 1 to 3 business days.

Note: ask the payer to check their spam folder too. If the payer doesn't respond to the email, the refund may be canceled and has to be started again.

Support can also ask you for the payer's account number. Then the email from Stripe isn't needed.

Prefer to settle it?

If the amount is a balance for the debtor, it can also be settled against a new sales invoice. Read What is a debtor's balance?.

Frequently asked questions

I have multiple refunds. What should I provide?

For each payment, state which debtor and which amount it concerns. That way support can process everything quickly.

Still need help?

Contact support: