The only thing that guarantees that a payment will be recognized by the NuPay for Business system is that the payment is made by scanning our QR Code or using the "Copy & Paste" code.
If a transfer, even of the same amount, is made by the payer manually to any other bank account of the merchant - i.e. by initiating a transfer by Pix in his bank's application, entering the transfer amount and the destination account details himself - the NuPay for Business system will not be able to identify this payment.
When a payment is made by scanning the QR Code or using the "Copy & Paste" code generated on the merchant's site or application by NuPay for Business, it is possible to verify that the "Destination Account Institution" field on the payment receipt will contain the name "Spin Pay".
Many paying customers do not fully understand this process, and after finalizing the order on the merchant's site or application, they make a manually initiated Pix transfer that is completely separate from the NuPay for Business system.
This happens even more frequently if the merchant is using public information, such as your CNPJ, as the Pix Key for one of your bank accounts.
Taking all this into account, when a paying customer sends a payment receipt with the name NuPay for Business missing in the "Destination Account Institution" field, you can be sure that the transfer of this amount was not connected to an order in our system, so the order does not appear here as authorized or complete, and for this reason there is no way to request a refund through NuPay for Business.
If it is necessary to return this amount to the buyer, it will be necessary to make the return directly from the merchant's bank account to the customer's account, through a transfer - by Pix, TED or DOC.
Are you not sure how to explain to your customers the right way to make a payment by Pix?
Click here for a step-by-step guide that we have prepared to help you with this task.