Refunds: Emails You Need To Send

Who is involved in sending and receiving emails?

Client

You (the client) are always the one sending emails.

This is you, you are consuming the Flywire API as a client. A client can have access to multiple recipients.

Recipient

Both kinds of recipients can receive emails from you.

From your perspective as a client, there can be two kinds of recipients:

1. Your Recipients: These are the ones you set up with Flywire.

For example, if you're a client called "Milky Way Galaxy University," you could have "Campus Mars" and "Campus Earth" as your recipients, because each campus has its own bank account and currency.

2. Third-party recipients:: These are recipients set up by Flywire with someone else but you're using them.

For example, you are "Universe ERP" and your customers are "Milky Way Galaxy University" and "Andromeda Galaxy University". They use your ERP solution to let their students make payments.

You have access to all recipients in Flywire and make sure to give your customers access to the right ones. For example, you give "Galaxy University" access to "Campus Mars" and "Campus Earth" so that they can use your ERP to let their students make payments.

Payer

Payers can receive emails from you.

A payer is someone making a payment. To a payer, a client (Galaxy University) and a recipient (Campus Mars) might seem the same. But from Flywire's perspective, a payer always pays to a recipient, since recipients hold the necessary bank account details.

Refund emails to the payer

Who am I sending these emails to?

Since a refund is always created for a payment, you need to send these emails to the payer of the original payment.

Some emails are mandatory because of legal and compliance reasons.

Refund initiated
Refund received
Refund finished

Subject: Refund initiated

Hi {name},

Your refund for payment {payment_reference} has been initiated.

What’s next?

We will let you know when the refund has been processed. This can take up to {number} days.

Thank you!

Mandatory?

Optional, but highly recommended

Description

It is recommended that you inform your payer that you have started a refund for them. Useful information to include is:

Let your payer know that Flywire manages the refund and that you will let them know when Flywire has received the funds from you.
Give your payer an expected timeframe for the refund process to manage their expectations.

Sent when?

You send this to your payer when the refund is Initiated, see Refund Status Notifications.

Subject: Refund received

Hi {name},

Flywire has received the funds from {recipient} for the payment {payment_reference}.

What’s next?

We will let you know when the refund has been processed.

Thank you!

Mandatory?

yes

Description

An email informing the payer that Flywire received the money for the refund from the recipient.

At this point the refund is still being processed, make sure to include this information in the email to manage expectations.

Sent when?

You need to send this to your payer when the refund went into status Received, see Refund Status Notifications.

Subject: Refund completed

Hi {name},

The refund for the payment {payment_reference} is now completed.

Most refunds can be expected to be reflected in the account from which the payment was made within 5 business days, but the process might take up to 10 business days.

Thank you!

Mandatory?	yes
Description	An email informing the payer that Flywire transferred the money for the refund to the payer. Note that it can take some time until the money appears in the payer's bank account. Make sure to make your payer aware of this in your email.
Sent when?	You need to send this to your payer when the refund went into status finished, see Refund Status Notifications.

Refund emails to recipient

Who am I sending these emails to?

Since a refund is always created for a payment, you need to send these emails to the recipient of the original payment.

All emails are mandatory because of legal and compliance reasons.

Refund received
Refund finished
Refund cancelled

Subject: Refund funds received

Hi {name},

Flywire has received the funds for the refund of the payment {payment_reference} from you.

What’s next?

Flywire will now begin the process of returning the funds to the payer. We will let you know when the refund has been processed.

Thank you!

Mandatory?	yes
Description	An email informing the recipient that Flywire received the money for the refund from them.
Sent when?	You need to send this to the recipient when the refund went into status Received, see Refund Status Notifications.

Subject: Refund to payer completed

Hi {name},

The refund for the payment {payment_reference} is now completed.

The payer has been notified and they can expect to receive funds in their account within 5-10 business days.

Thank you!

Mandatory?

yes

Description

An email informing the recipient that Flywire transferred the money for the refund to the payer.

Note that it can take some time until the money appears in the payer's bank account. Make sure to make your recipient aware of this in your email.

Sent when?

You need to send this to the recipient when the refund went into status finished, see Refund Status Notifications.

Subject: Refund has been cancelled

Hi {name},

The refund for the payment {payment_reference} has been cancelled on {date} due to {reason}. (For example, due to your request).

If you still want to issue this refund, please initiate a new refund.

Thank you!

Mandatory?	yes
Description	An email informing the recipient that the refund was cancelled. Either you or the recipient can cancel refunds.
Sent when?	You need to send this to the recipient after a refund was cancelled and went into status Cancelled, see Refund Status Notifications.