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PIK does not operate a traditional card-based refund or chargeback system. Because PIK payments are push-based — the payer initiates the transfer — refunds are handled differently depending on the situation. This page explains what happens in each scenario and what action you need to take.

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Underpaid payments

An underpaid payment occurs when a payer sends less than the amount specified in the payment request. PIK marks the payment status as underpaid and does not automatically settle the funds. What to do: Review the underpaid payment in the PIK Dashboard or via GET /api/v1/payments/payment_id. You have two options. You can contact the payer to request the shortfall and wait for a top-up transfer, or you can accept the partial amount by calling POST /api/v1/payments/payment_id/accept-partial. If you accept the partial amount, PIK settles the received funds to your wallet and marks the payment as settled with a partial flag.

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Overpaid payments

An overpaid payment occurs when a payer sends more than the amount specified in the payment request. PIK marks the payment status as overpaid and settles the full received amount to your wallet. What to do: You are responsible for returning the excess amount to the payer. PIK does not automatically return overpaid funds. To return the excess, initiate a payout to the payer’s bank account or crypto address for the difference between the amount received and the amount requested. Include the original payment reference in the payout reference field for clear audit trail.

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Expired payments

A payment expires when no funds are received before the payment link’s expiry time. No action is needed from a financial perspective — no funds moved. If the payer subsequently sends funds after expiry, PIK will not automatically match them to the expired payment. The funds will be received into the connected account’s wallet via their VAN or crypto address and appear as an unmatched inbound credit in the transaction history.

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Returned payouts

A payout is returned when the destination bank rejects the transfer — for example due to an incorrect account number, a closed account, or a compliance hold. Returned funds are credited back to the originating PIK wallet automatically. PIK fires the payout.failed webhook with a failure_reason indicating the return code from the destination bank. What to do: Review the failure_reason, correct the destination details, and resubmit the payout. Contact PIK support if the failure reason is unclear or if the return takes longer than expected.

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Disputes

PIK does not support chargebacks. Because PIK payments are bank transfers and on-chain crypto transfers — not card transactions — there is no card network dispute mechanism. If a payer claims they sent funds that were not received, the appropriate steps are: check the PIK transaction history for any inbound credit matching the amount and timeframe, verify the payer’s proof of transfer, and if funds were sent but not received by PIK, contact PIK support with the transaction reference. For crypto payments, the on-chain transaction hash is the definitive record. If a payer claims a payment was made in error and requests a refund, this is a commercial decision for your business. PIK does not force refunds. You may initiate a payout back to the payer at your discretion.

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Contacting PIK support

For any transaction dispute or reconciliation issue that cannot be resolved through the API or Dashboard, contact PIK support at support@pik.global with the payment_id or payout_id, the account ID, the amount and currency, and a description of the issue.