If a customer pays via a SEPA Direct Debit, via a one-time direct debit mandate or via PayPal, the customer can submit a refund request (reversal) to the bank within 56 days.
If the Bank approves the request, and if there is no SEPA form available to prove the authorization, the amount must be refunded to the Customer.
There may be several reasons for a reversal. When you use the module "Debtor management", the customer receives a payment link to make the payment. If this is not the case, the payment will be cancelled.
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