What can I do if a consumer is requesting a refund?

Currently this process is not supported by the voucher issuers. Once a consumer pays with a voucher, the money is immediately captured by the voucher issuer. Also the settlement is taken care of by the voucher issuer and therefore the money can’t be refunded back to the voucher.   

In case a consumer requests a refund of the voucher amount, Mollie advises you to:

  • provide the consumer with a gift code to use in your shop
  • send funds to the consumer (e.g. via SEPA)
  • send a payment link to the consumer to complete the open order 

In the case that the consumer paid partially with a voucher and partially with another payment method supported by Mollie e.g. Bancontact, then the amount paid with Bancontact can be refunded.