Refunds

Give money back to a customer from the same panel where you see your payments — with identity confirmation along the way.

Where to refund

Refunds live in My Payments (/app/cobros), not in the cotización’s detail page. In the “Recent payments” widget, every row that corresponds to a payment reconciled through Cord Payments has a Refund button. A payment recorded manually (a transfer outside Cord Payments) doesn’t have this button — for that case, you handle the refund directly with your customer outside Cord.

How it works

1. Click Refund on the payment’s row.
2. A dialog opens with the amount available to refund (it may be less than the total, if you already issued a partial refund before) and an optional internal reason field.
3. Enter the amount — the full total or just a portion — and confirm.
4. Since this moves money, Cord asks you to re-confirm your identity (your password or your 2FA code) before executing the refund, even if your session was already active. It’s the same “re-authentication” mechanism that protects other sensitive account actions.
5. The refund is logged in your organization’s audit trail, with the amount, the reason (if given), and who authorized it.

You can refund the same payment more than once, as long as the accumulated total doesn’t exceed what was originally charged — the dialog always shows you how much is still available.

Card vs. SPEI: two different flows

Card

The refund is processed automatically as soon as you confirm it — no manual step required on your part. The money returns to the customer’s original card on whatever timeline their bank handles.

SPEI

A SPEI transfer cannot be automatically reversed — unlike a card, there’s no way to “give back” the money through the same channel without you making a new transfer. So a refund on a SPEI payment:

1. Gets recorded in Cord as “pending, manual refund”.
2. Cord automatically creates a task on your to-do list reminding you to transfer the amount back to the customer.
3. You make the transfer yourself through your normal bank account, and mark the task as resolved.

What happens to your money

• The refunded amount is deducted from your net revenue across all of My Payments’ reports — it never stays “hidden” in the total collected figure.
• The processing fee that Cord charged on the original payment is not refunded. It’s a processing cost that already occurred when the card was charged or the SPEI transfer was received — refunding the customer doesn’t reverse that cost. See the details in Fees and advantages.
• If the refunded payment was part of a quote with an upfront deposit and balance, the refund only affects the specific payment you chose — not the rest of that quote’s slices.