AventopayAventopay
Refunds & disputes

Keep control of your refunds.

One click from your dashboard, funds return immediately to the customer's original payment method, no IBAN to ask.

The step-by-step process

  1. Initiation

    30 s
    From your dashboard, open the transaction and click "Refund". Choose total or partial refund.

  2. Processing

    Immediate
    The refund request is sent instantly to the payment infrastructure.

  3. Return to the customer

    Automatic
    Funds return to the customer's original payment method. No transfer to enter, no IBAN to ask for.

  4. Actual receipt

    5-10 business days
    Typical banking delays are 5 to 10 business days, depending on the customer's issuing bank.

Aventopay rules

Refund window
180 days

After the initial payment date.

Partial refund
Allowed

One or many, up to the total.

Aventopay commission
Remains earned

Technical service rendered (CGV §6).

From
Dashboard

One click. Refund API: coming soon.

Disputes & chargebacks

When a customer disputes a transaction with their bank, a chargeback is triggered. You are notified in your dashboard and have a deadline to respond with defense evidence.

Useful evidence to provide:

  • Proof of delivery (tracking number) or proof of access (server log for digital product)
  • CGV accepted at order (timestamp + IP)
  • Customer exchanges (confirmation email, support tickets)
  • Proof of strong authentication (SCA validated)
SCA protects you
Aventopay transactions are systematically authenticated with SCA / 3D Secure when the jurisdiction requires it. This shifts liability to the card network for card fraud, drastically reducing 'fraud' chargebacks.

5 tips to prevent disputes

Clear bank descriptor

Your descriptor appears on the customer's statement. Use your brand name, not an unknown legal entity.

Visible refund policy

A link accessible from the checkout and the footer. See template below.

CGV accepted at checkout

Mandatory checkbox at payment. Log timestamp + IP server-side.

Responsive customer support

A reply email <24h avoids 80% of chargebacks. A live chat even more.

Proof of delivery

For digital products: confirmation email + access timestamp.

Refund policy template

Copy, adapt to your business, publish on your merchant site. Recommended by card networks and strong reducer of chargebacks.

Generic template
REFUND POLICY — [YOUR COMPANY NAME]

1. General principles
We accept refund requests within 14 days of your purchase, subject to the
conditions below.

2. Products & services concerned
[List of products/services eligible for refund, and those excluded — e.g.
downloaded digital products, courses taken beyond 30%, etc.]

3. Procedure
To request a refund, contact our support at [email@your-site.com] with:
- Your order number
- The reason for the request
- Your contact details

4. Processing
We acknowledge receipt within 48 business hours. If your request is
accepted, the refund is processed within 5 business days. Banking delays
(5-10 additional business days) depend on your issuing bank.

5. Contact
[your support email]

Frequently asked questions

The contractual source of refund rules is CGV §6.

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