In the event that your payment is sent out with incorrect crediting information, you can always reach out to our support team via email or live chat and request the cancellation of the erroneous payment.
Plastiq cannot cancel and refund payments that have already been received and deposited by a recipient. To request a refund for a delivered payment, please reach out to your recipient.
Please note, you can cancel any scheduled or recurring payments if they have not yet been processed. Learn more about cancelling scheduled payments here.
Refunds for Check Payments
If a check payment is delayed in transit to your recipient due to a delivery issue or issued with incorrect crediting details, you can contact Plastiq to have that payment cancelled and refunded.
- Contact our team at firstname.lastname@example.org or visit our live chat at Plastiq.com. We recommend having your payment ID ready so our team can quickly locate the payment in question.
- Once Plastiq cancels and refunds your check, the funds will return to your account within 3-5 business days. The funds will be sent electronically to the card originally used to facilitate the payment.
As soon as your payment is confirmed cancelled and refunded, the check will be defunded. Depositing a defunded check can result in a stop payment fee from the receiving bank. Plastiq will not be held liable for any stop check fees or any fee you may incur from a refund or cancellation request.
Refunds for Electronic Payments
Electronic payments (eg. ACH and Wire) cannot be cancelled or refunded by Plastiq once the payment is sent.
- As soon as electronic payment is processed, it's immediately sent to your recipient and they will receive the funds within the specified delivery timeframe.
- If your payment has been sent, you will need to contact them to initiate a refund from their side. As soon as the refund reaches Plastiq, we will immediately initiate another refund back to your card.
If you have questions regarding the delivery status of your payment or believe it was sent with incorrect crediting details, please to contact our service team for further assistance.
Refunds to Inactive Cards
If the card you used to originally submit your payment is no longer active (i.e. closed), you will need to contact your card-issuing bank and notify them of this refund to a closed account.
Your bank will have a process in place to credit you for the returned funds. Please note that Plastiq will always refund directly to the original card and cannot refund via another payment method.
Note for Visa Cardholders: if a refund is issued to an inactive Visa card, Plastiq will notify you of the failure to return the funds via email. Please reply with the requested information so our team can work to credit you for the refund.