For merchants
Refunds and buyer complaints
How to return a buyer's money, handle complaints, and when Fintar steps in.
Refunds are your decision and your cost, because Fintar isn't the seller. You transfer the money back to the buyer yourself, from your own bank account.
Refund rules
| QRIS and Virtual Account | Cannot be refunded or reversed through Fintar, by the merchant or by Fintar. The merchant transfers the agreed amount, full or partial, from their own bank account, outside Fintar. |
|---|---|
| Your Fintar balance | The refund transfer doesn't pass through Fintar, so nothing is deducted from your balance or payouts. The payment stays Paid. |
| Transaction fee | Not returned, on a full or a partial refund. The payment succeeded. |
| Payout hold | While a dispute, a fraud check or another review is open, Fintar can hold the account's payouts. Payments keep coming in and wait in the balance. There is no automatic end date, and the team releases it. |
| Buyer complaint channel | Email halo@fintar.id, and only email. |
How a complaint is handled
- The buyer contacts the merchant first. The merchant received the money and is the only one who can return it.
- The merchant finds the payment under Transactions and checks it is Paid. A payment that is Waiting, Expired or Canceled has not been paid. A late payment can still turn Expired, Canceled or Failed into Paid, so check the current status again before refunding.
- The merchant decides, then transfers the agreed amount, full or partial, from their own bank account to the buyer's.
- The merchant keeps the transfer receipt and sends a copy to the buyer. The transaction fee stays charged.
- If the merchant does not respond, or the buyer cannot tell who they paid, the buyer emails halo@fintar.id with the evidence below. Fintar checks the payment against its records and contacts the merchant, and may hold the merchant's payouts while it looks.
What happens in each case
| Case | What happens |
|---|---|
| Merchant refund (order canceled, item returned) | The merchant transfers the money back from their own bank account. The fee stays. |
| Paid twice for one order | Two payment requests, both Paid, both charged a fee. Fintar does not merge them. The merchant returns one by bank transfer. |
| Paid after the request expired, was canceled or failed | Money our payment partner accepted is still recorded as Paid and reaches the merchant's balance. Canceling a request does not void a QR or Virtual Account number already issued, so a buyer can still pay it, and since 13 October 2026 the same applies to a request that reads Failed. If the order is off, the merchant returns it like any refund. |
| Amount doesn't match | Rare. The payment is not credited automatically. It is held for Fintar's team to review. Email halo@fintar.id. |
| Paid the wrong merchant | Fintar cannot pull it back. The buyer asks the merchant who received it. If that fails, email halo@fintar.id and Fintar passes the request to that merchant. |
| Complaint about goods or service | Between the buyer and the merchant, who is responsible for resolving it and for any refund. Fintar can hold payouts where a dispute makes paying out unsafe. |
How buyers contact Fintar
Email only, to halo@fintar.id. Include:
- the merchant name shown when you paid, and the order number if you have one;
- the date, time and amount, and the method (QRIS or Virtual Account);
- proof from your bank or e-wallet app showing the reference number;
- what went wrong, what you want, and what the merchant has said so far.
Never send a PIN, OTP or password. After that, Fintar matches the payment to its records and passes the complaint to the merchant, who decides on any refund and transfers it back. Fintar cannot reverse a QRIS or Virtual Account payment itself.
Common questions
Can Fintar cancel a QRIS payment?
No. The buyer authorised it in their own app, and there is no path to pull it back on anyone's instruction. The same goes for Virtual Account. The merchant returns the money by bank transfer.
Why is the transaction fee not returned?
The payment succeeded and was processed, and a refund afterwards does not undo that. The buyer gets back what they paid, from your account, so on a full refund you carry the fee.
Is a refund deducted from my Fintar balance?
No. You transfer it yourself from your bank account, so your balance and payouts don't change. The payment in Transactions stays Paid, so keep your own record of the refund.
How long does a payout hold last?
Until Fintar's team releases it. There is no timer. The account owner gets an email when payouts are held and again when they resume, and the Payouts page says they are on hold. Payments keep working throughout. The terms are in the Terms of Service.