Refunds: Emails You Need To Send

Refund Emails to the Payer

You need to send these emails to the payer of the original payment.

Mandatory emails are marked with this icon image.

 

  • imageRefund initiated
  • image Refund received
  • image MandatoryEmail 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? Optional, but highly recommended
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? imageyes
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.