> For the complete documentation index, see [llms.txt](https://docs.lyzi.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lyzi.io/en/faq/remboursements/comment-rembourser-un-client.md).

# How do I refund a customer?

**A refund is possible.** To request one, **contact Lyzi**: <support@lyzi.fr>.

{% hint style="info" %}
**The refund is not instant.** Let your customer know they won't be refunded immediately, and don't give them a specific timeframe.
{% endhint %}

### What to do

1. Note the transaction information: **short code**, **amount**, **time** and **cash register**. See [Find a transaction](/en/faq/transactions/comment-retrouver-une-transaction-et-son-code-court.md).
2. Write to <support@lyzi.fr> with this information and the reason for the request.
3. Lyzi processes the request. During processing, the transaction may show the **REFUNDING** status, then **REFUNDED** once the refund is complete. You don't need to follow up.

### Special cases

| Situation                                     | What happens                                                                                                                                                                                                                                                                |
| --------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Payment refused by the security check**     | You don't receive the funds. **Lyzi refunds the customer directly within 2 days.** You don't need to make a request. See [Payment blocked by the security check](/en/faq/problemes-de-paiement/paiement-bloque-ou-en-cours-de-verification-de-securite.md).                 |
| **Crypto or network error** when sending      | The customer explains the problem via payer assistance (blue button at the bottom right of their payment page). Don't promise a refund or a timeframe. See [Wrong network or wrong crypto](/en/faq/problemes-de-paiement/mon-client-sest-trompe-de-reseau-ou-de-crypto.md). |
| **Amount error before the customer has paid** | No refund needed: cancel the transaction with the arrow at the top left and generate a new QR code. See [Cancel a transaction](/en/faq/encaisser-un-paiement-crypto/comment-annuler-une-transaction-ou-un-qr-code-en-cours.md).                                             |

### What you can tell your customer

> "A refund is possible, we're making the request to Lyzi. It isn't instant."

### Questions covered

* "How do I refund a customer?"
* "How do I make a refund?"
* "My customer wants a refund"
* "Can I cancel a payment that has already been validated?"
* "The customer got the amount wrong after paying"
* "How long does a refund take?"
* "Refund in REFUNDING"
* "Will my customer be refunded if the payment is blocked?"


---

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