The payment was declined by the terminal, but the customer was still charged

Sometimes your payment terminal (TPE) may refuse a payment, but your customer still sees the transaction debited from their Swile account.

🧐 How can the terminal show a refusal, but the Swile account is debited?

Every payment with the Swile card triggers an authorisation request to check your customer's balance and make sure you accept meal vouchers. Sometimes, this authorisation request expires and causes the payment to fail on the terminal, even though it was authorised on our side (which explains why the amount appears as debited on the customer's account).

💸 Will the user be refunded?

Yes, in this case, the banking system will automatically refund the transaction to the customer's Swile account within 8 to 10 working days.

💳 What if the customer ended up paying with another payment method?

If your customer paid using a personal payment method (such as a bank card), they can request an adjustment to their meal voucher balance and be refunded to their personal bank account 🙌
You can let them know that in this case, they’ll need to send us a receipt and a debit abandonment slip as proof of payment with another method, along with their bank details.
To do this, they should go to the transaction in their Swile account and click Report a problem (or Request a refund, depending on what they see).