> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pik.global/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds & Disputes Overview

> How to handle underpaid payments, overpaid payments, and refund requests on PIK — and what to do if a customer disputes a transaction.

PIK does not have an automatic refund mechanism that reverses the original transaction. Because PIK payments are push-based (the payer initiates the transfer), refunds are handled by initiating a new payout from your PIK wallet back to the payer.

### Underpaid Payments

An underpaid payment occurs when a payer sends less than the amount specified in the payment request.

**What happens:** The received funds are credited to your PIK wallet. The payment is marked as underpaid and the original payment request is closed.

**What to do:**

<Columns cols={2}>
  <Column>
    <Card title="Option A" icon="sparkles">
      Request the shortfall from your customer. Create a new payment link for the outstanding amount and share it with your customer.
    </Card>
  </Column>

  <Column>
    <Card title="Option B" icon="sparkles">
      Accept the partial amount. No action needed — the funds are already in your wallet. Update your internal order to reflect the partial payment.
    </Card>
  </Column>
</Columns>

### Overpaid Payments

An overpaid payment occurs when a payer sends more than the amount requested.

**What happens:** The full received amount is credited to your PIK wallet and the payment is marked as overpaid.

**What to do:** You are responsible for refunding the excess to your customer. Follow the manual refund process below.

### How to Issue a Refund

PIK refunds are manual payouts. To refund a customer:

http

```text theme={null}
POST /api/v1/payouts
Authorization: Bearer YOUR_PLATFORM_API_KEY
Content-Type: application/json

{
  "currency": "AUD",
  "amount": "50.00",
  "destination_type": "bank_account",
  "destination": {
    "bsb": "062000",
    "account_number": "12345678",
    "account_name": "Customer Name"
  },
  "reference": "REFUND-INV-2025-001"
}
```

For crypto refunds, use destination\_type: crypto\_address and provide the customer's wallet address.

Always include the original payment reference in your payout reference field for a clean audit trail.

### Partial Refunds

Initiate a payout for the partial amount using the same process above. There is no minimum refund amount above the payout minimum (10 AUD / 10 USDT / 10 USDC).

### Expired Payment Links

If a customer sends funds after a payment link has expired, PIK will not automatically match the transfer to the closed payment request. The funds will appear as an inbound credit on the connected account's wallet via their VAN or crypto address. Check your transaction history to locate the unmatched credit.

To refund: initiate a payout back to the sender using the manual refund process above.

### Disputes

**USDT and USDC payments (crypto):** Crypto transactions are irreversible. There are no chargebacks. If a customer disputes a payment, resolution is between you and your customer. PIK can provide on-chain transaction records as evidence — contact [hi@pik.global](mailto:hi@pik.global) with the transaction hash.

**AUD bank transfer payments:** If a sender's bank initiates a payment recall, PIK will notify you. Contact [hi@pik.global](mailto:hi@pik.global) immediately if you receive a recall notice. Do not pay out funds from a recalled payment until the recall is resolved.

**Suspected fraud or unauthorised transactions:** Contact [hi@pik.global](mailto:hi@pik.global) immediately with the payment\_id or payout\_id, the account ID, and a description of the issue.

### Refund Summary

| Scenario                      | Funds Credited to Wallet? | Action Required                                           |
| :---------------------------- | :------------------------ | :-------------------------------------------------------- |
| Underpaid                     | Yes (partial amount)      | Create new link for shortfall, or accept partial          |
| Overpaid                      | Yes (full amount)         | Manually payout the excess to customer                    |
| Expired link — funds received | Yes (unmatched credit)    | Manually payout back to sender                            |
| Crypto dispute                | Yes                       | Provide on-chain evidence to customer                     |
| AUD bank recall               | Held pending resolution   | Contact [hi@pik.global](mailto:hi@pik.global) immediately |