Refund

Currently in Ayoconnect Direct Debit solution, there are no refund APIs exposed to merchants. Hence Merchants need to do email escalation to Ayoconnect in order to process the refund.

Rules and Limitations

Due to limitation of refund process from various banks, Ayoconnect have generalized the rules related to refund that merchant can safely follows:

• Partial refund is NOT supported. Only full refund will be processed.
• Only successful transactions that are eligible for refund process.
• Ayoconnect Direct Debit Refund will depend on bank refund policy. Each bank will have different refund eligibility period. The detail can be referred as follows:

• Ayoconnect will need max 2 working days to process merchants refund request (excluding the time that bank need to process the refund request)
• Most of the time the refund will be processed via API ensuring real-time fund return to end user’s bank account. However in some case, if there are issues in the system or the bank did not provide refund APIs (either Ayoconnect or Bank), then manual refund can be executed. However the banks will need approximately 7 working days to fully process the refund in this scenario.

Refund Request Guideline (via Email)

This section provides step-by-step guidance for merchants on how to submit a refund request via email.

1. Email Recipient

   Send your refund request to: [email protected]

2. Email Subject Format

   Please use the following subject line format to ensure your request is processed efficiently:

   [Merchant Name] – Refund Request – DDMMYYYY

   Example: ABC Store – Refund Request – 24042025

3. Email Body Requirements

   Kindly include the following details in the body of your email:

   1. Original Transaction Date
   2. Reason for Refund/Chronological Summary of Events
   3. Correlation ID/ External ID of the transaction
   4. Bank Name
   5. Refund Amount (in Indonesian Rupiah - IDR)
   6. Screen Captures (optional if any and can be provided)

If multiple refund requests are required, merchants may attach an Excel file or a Google Sheet containing all the necessary details outlined above.

Refund Flow

1. Merchant should reach Ayoconnect via email.
2. Ayoconnect will process the refund request and trigger a refund to the relevant bank.
3. If a merchant requests a refund before Ayoconnect settles the fund (Usually D + 2 or as per agreement), then the fund will not be settled to the merchant in the following day, and Ayoconnect will process the refund to the bank.
4. If a merchant requests a refund after Ayoconnect settles the fund (Usually After D + 2 or as per agreement), then two option that merchant can take in this case:
   • Merchant can refund directly to the end users or
   • Merchant can still request refund to Ayoconnect. Refund process will be executed. Next settlement to merchant will be deducted by the refunded amount that was successfully executed.
5. Continuing from either point 3 or 4 above, the Bank will then process the fund back to end user’s account.
6. If a merchant requests a refund after the bank’s refund eligibility SOP, from the transaction date, then Ayoconnect will not be able to process the refund since it is already past the validity of the transaction refund eligibility
   • In this case, merchant can settle the dispute with end user directly