Issue a refund

Billplz does not process refunds automatically. FPX transactions are non-reversible at the network level. Once a payment is completed, it cannot be recalled. To return funds to a customer, you disburse the amount back to their bank account using the Payment Order API.

If you're not using the API, contact team@billplz.com with the bill reference and the customer's bank account details to request a manual refund.

Before you begin

• Your Payment Order Limit must cover the refund amount. You can check your current limit in the dashboard header. See Reload your Payment Order Limit if you need to top up.
• Collect the customer's full name, bank account number, and bank name. Billplz does not store payer bank details from FPX transactions.

Step 1: Confirm the original bill details

Go to the paid Bill in your dashboard to verify the exact amount to refund.

Step 2: Submit a Payment Order via API

Use the Payment Order API to disburse the refund amount to the customer's bank account. For the full endpoint reference, required parameters, and authentication requirements, refer to the Payment Order API documentation.

Include the original Bill reference in the description field to keep your records traceable.

Step 3: Confirm completion and notify the customer

The Payment Order status updates to completed once the disbursement is processed. You can monitor status via the Payment Order callback or the dashboard.

Notify your customer once the order is submitted and share the original bill reference as proof.