Refund processes by payment method
Montonio offers several payment services that support refunds:
Refundable bank payments
Card Payments
Financing / Pay Later
BLIK
Refunds can be processed through the Partner System or directly through your store platform, provided that the relevant payment services have been enabled for your account.
For a general overview of how refunds work, see: Refunds Process Overview.
Card payments refunds
When you start using our Card payments service, funds will initially be collected into your balance in the Partner System and then paid out based on your chosen payout frequency.
Go to the Partner System.
Find the order you want to refund in the Orders tab.
Click on the order row, then click Refund on the right-hand side.
Enter the amount you want to refund, then click Confirm.
Learn more about the card payments service: Card payments overview and refunds.
Refundable bank payments
When you start using our Refundable bank payment service, funds will initially be collected into your balance in the Partner System and then paid out based on your chosen payout frequency.
To initiate a bank payment refund:
Go to the Partner System.
Find the order you want to refund in the Orders tab.
Click on the order row, then click Refund on the right-hand side.
Enter the amount you want to refund, then click Confirm.
If there is no Refund button, you may not have the Refundable Bank Payments service activated.
If the button is greyed out, please refer to this article for more information.
Learn more about the service: Refundable Bank Payments.
Financing/Pay Later refunds (contract withdrawal)
When a refund or cancellation is initiated for an Inbank Financing/Pay later order, the Montonio Partner System automatically notifies Inbank. Depending on the type of refund, the following actions will occur:
Full Refunds: The financing agreement is canceled, and Inbank refunds any payments already made by the customer.
Partial Refunds: The financing agreement is adjusted accordingly.c
If the total order amount after the partial refund drops below a certain amount, the contract will be cancelled altogether:
In Lithuania: Pay later and Financing orders under 100 EUR
In Estonia and Latvia:
Financing under 100 EUR
Pay later (Next Month) under 30 EUR
Pay later (2 Parts) under 75 EUR
Pay later (3 Parts) under 75 EUR
How to initiate a contract cancellation or adjustment
Financing and Pay later contract cancellations (refunds) work differently from other refund types: they don't depend on the balance in the Partner System, and this balance isn't visible there. To initiate a refund, the key things to know are when the order was made and whether it's still eligible for a refund.
Go to the Partner System.
Find the order you want to refund in the Orders tab.
Click on the order row, then click Refund on the right-hand side.
Enter the amount you want to refund, then click Confirm.
If more than 60 days have passed since the order was placed, it will no longer be possible to issue a refund through the Partner System. Please contact our team for further assistance.
For Pay Later orders, the customer may have already paid the full order amount. In this case, the refund should be made directly to the customer rather than through Montonio or InBank.
After a refund is initiated, the financial transactions are handled as follows:
Customer refunds
If the customer has already made payments to Inbank for the order, Inbank refunds those amounts directly to the customer. If no payments have been made, the financing agreement is simply canceled.
⚠️ Only initiate the refund after the customer has returned the goods to avoid situations where the refund is issued but the goods are not returned. Once a refund has been initiated, it cannot be canceled.
Returning funds to Montonio
If Montonio has already paid out the order amount to your business, you must return the refunded amount. This can be done in one of the following ways:
Transfer the refunded amount manually back to Montonio’s bank account.
The refunded amount will be deducted from future payouts from Montonio for upcoming financing orders.
Montonio bank account details
Montonio bank account details
If your store does not frequently receive Financing or Pay later orders, and Montonio has already paid out the order amount to you, you should transfer the refunded amount back to the Montonio bank account.
You will receive an email notification with the required amount and payment details. Please always include the order number for the refund in the payment description.
Payment should be made to the appropriate bank account:
Lithuanian and Latvian merchants: UAB Montonio Finance
Estonian merchants: OÜ Montonio Finance
Bank account holder name | Bank account number |
UAB Montonio Finance | EE197700771011240667 |
OÜ Montonio Finance | EE287700771009895309 |
Learn more about Financing/Pay later order cancellation HERE.
BLIK refunds
By using our BLIK service, funds are initially collected into your balance in the Partner System and then paid out based on your chosen payout frequency.
The BLIK balance is recalculated once per business day. If there's sufficient balance available when a refund is initiated, our system processes the BLIK refund immediately. However, if your store processes BLIK payments during a bank holiday (or over a weekend), that balance will be available for refunds on the next business day.
To initiate a BLIK payment refund:
Go to the Partner System.
Find the order you want to refund in the Orders tab.
Click on the order row, then click Refund on the right-hand side.
Enter the amount you want to refund, then click Confirm.
Learn more about the BLIK payments service HERE.
Refunds via Montonio's API
In addition to manual refunds, it's also possible to process refunds in the Partner System using Montonio's API.
The documentation for using the API for refunds can be found at the following link: Montonio API documentation.
Refund confirmation documents
If you would like to download a Refund Confirmation document, here is how you can do it:
Go to the Partner System and navigate to the Orders tab on the left side of the window
Enter the order number or order UUID in the search bar
Click on the order — a drawer will open on the right side of the screen
Scroll down to the Refunds section in the drawer
You will see a small download icon next to the refund — click it to download the Refund Confirmation document.
Note: Refund confirmation documents are available for orders paid using the Refundable bank payments service, Card payments or BLIK service.
Balance and payouts
When using the Refundable bank payments, Card payments and/or BLIK services you will be able to see your balance and payouts information. Financing/Pay later balances currently are not visible in the Partner System.
Learn how to see your Balances and Payouts