Refunds & Payment Issues
General principles for payment corrections, refunds and payment-related enquiries.
Payment support
Payment enquiries should identify the relevant Submission ID, transaction reference or service where available. Users should not send full payment-card details through ordinary enquiry forms.
Refund principle
Any refund is subject to the applicable service terms, payment-provider rules and the circumstances of the transaction. Payment does not guarantee recognition.
Administrative error
Where a payment has been duplicated or materially misapplied due to an administrative or technical issue, PAR may investigate the transaction and apply the appropriate remedy.
Recognition decision
A refund or payment decision is separate from the substantive recognition decision unless the applicable service terms expressly provide otherwise.