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A payment can be refunded fully or partially. To do this, click the <span class="u-richtext-element">Refund</span> button in the payment details. The amount will be returned to the customer’s card within 7 business days and deducted from your next payout.

If the payment was made with an Israeli card and the refund was issued on the same day, the charge will not actually be debited from the customer’s account, and the transaction record will soon disappear from their statement.

Commission

The customer receives the full refunded amount. The processing commission charged to the business for the payment is not refunded.

A refund commission is also charged according to the pricing.

Refund receipt

If you have enabled integration with Morning or EasyCount, the original receipt will be automatically canceled, and a refund receipt will be generated:

• For Esek Patur: a Kabala (receipt) with a minus sign will be created.
• For Esek Murshe and companies:
  1. a Heshbonit Zikuy (credit tax invoice), and
  2. a Kabala (receipt) with a minus sign will be created.

These documents will be automatically sent to the customer’s email.

Refund errors

Insufficient funds available for refund

Refunds are made using the funds from other payments that are ready for payout. You must receive new payments and wait until they are processed and become available for payout.

Payments must be in the same currency as the refund. For example, it is not possible to issue a refund in shekels using payments received in euros.

Refunds for installment payments

If you refund a payment that was made in installments, the customer will have both a charge and a refund transaction each month. In their bank statement, two entries — one positive and one negative — will appear for each installment.

Chargeback

A chargeback is a refund initiated not by the business but by the customer through their credit institution when they believe that the charge was unauthorized.

It is a separate procedure and, unlike a standard refund, may have negative consequences for the business.

Read more: Chargeback (transaction dispute)

When creating a payment link, you can enable the option for installment payments by specifying the maximum number of payments the customer can choose.

If the customer selects two or more payments, the total amount will be charged to their card and transferred to you in monthly installments until the full amount is paid.

Installment payments work only with credit cards issued in Israel!

<span class="u-richtext-counter">1</span> Create a payment link

When creating the link, open the <span class="u-richtext-label">More</span> section, select <span class="u-richtext-element">Installments</span> as the payment type, and specify the maximum number of payments the customer will be able to choose.

<span class="u-richtext-counter">2</span> Send the link to the customer

On the payment page, the customer will see an option to choose the number of payments. If they leave it as one payment, the full amount will be charged immediately.

Example

For a service costing 6,000₪, you enabled up to 5 installments. The customer chose to pay in 3 installments. At the time of payment, 2,000₪ will be charged, another 2,000₪ a month later, and the final 2,000₪ in the third month.

A receipt for installment payments is generated for the full amount immediately. The payment schedule is shown in the receipt.

If the installment payment fails

The most likely reasons are:

1. The customer’s card is not a credit card but a debit card;
2. The card was not issued by an Israeli bank;
3. The card’s credit limit (misgeret) is lower than the total payment amount.

Why installments are not available for foreign cards

Installment payments work only with Israeli credit cards within their credit limit. Since the system cannot manage credit limits of foreign banks, payment splitting on such cards is not supported.

This is a limitation of the financial system. In essence, installments are a form of credit. If the customer doesn’t have sufficient funds in their account, you (the business) still receive the next payment because the bank provides credit to the customer. Managing credit limits and collecting debts in case of nonpayment can only be guaranteed within the country.

If the customer cancels the card

You will continue receiving installment payments even if the customer closes or cancels the credit card that was used for the payment.

Allpay supports Visa, Mastercard, American Express, Diners, Discover, JCB, and Isracard bank cards.

Current rates are listed at rate page.

The commission rate depends on the following three factors:

1. Card brand

For Visa and Mastercard the percentage is lower.

For American Express and Diners is higher as these brands are considered premium and give their owners various benefits that businesses pay for.

2. Foreign or local card

Payments with cards issued in Israel have a lower interest rate. Foreign payments go a longer way before they are paid out.

‍3. Is the card business or private

Business card transactions have an additional fee of 1.5% to 1.75%.

Chargeback comes from the English words «charge» (debit) and «back» (return), which literally means «return of funds back». This term refers to the procedure by which a bank refunds money to the payer after funds were mistakenly or fraudulently withdrawn from their account.

It is a consumer protection mechanism that allows the cancellation of credit or debit transactions and the return of funds if the customer did not authorize the purchase, did not receive the goods or services, or if billing errors occurred.

Participants in a chargeback

The chargeback process involves:

• Customer: Initiates the chargeback through the issuing bank (the bank that issued the card).
• Issuing bank: Conducts the investigation and, if necessary, refunds the money to the customer. In Israel, the issuing banks can be Isracard, CAL, MAX and few others.
• Merchant (seller): Must provide evidence of the legitimacy of the transaction. If the chargeback is justified, the merchant refunds the money to the bank.

Possible reasons for a chargeback

• The customer requested a refund because they did not recognize a charge in the bank statement or forgot about an actual payment.
• The goods or services were not provided by the merchant.
• Fraudulent charges were made on the card without the customer’s knowledge (the card was stolen or compromised).

Chargeback procedure

After the customer files a request, the issuing bank opens a case, determines the reason for the chargeback, and decides whether to return the money to the customer or leave it with the merchant. As part of the investigation, the bank will contact the merchant and request proof of service delivery.

In Israel, according to the Payment Services Law of 2020, if a transaction is considered an «insufficient documentation transaction» (i.e., made without the physical presence of the card, which applies to all online payments), the customer receives a full refund if they contact the issuing bank within 30 days of receiving the charge notification.

Thus, the law provides significant protection for the consumer but can also lead to fraud and cancellations of legitimate transactions where the customer actually received the agreed service. Therefore, merchants are advised to collect and keep evidence of goods or services provided to the customer, especially for large amounts (e.g., contracts, receipts, emails, delivery confirmations).

If the bank establishes that the funds were withdrawn from the customer’s card illegally, they will be returned to the customer and deducted from the merchant’s balance.

Risks for merchants

Frequent chargebacks can have serious consequences for merchants. The main risk is financial loss due to refunds to customers. However, that is not the only risk:

• Fines and fees: Banks may impose fines for each chargeback, increasing financial pressure on the business.
• Deterioration of banking relationships: Frequent chargebacks can damage relationships with acquiring banks. This can lead to higher fees, worse cooperation terms, or even termination of the contract.
• Risk of being blacklisted: A high chargeback rate can result in being added to blacklists of payment systems, making it difficult to work with new acquirers and other financial institutions.
• Loss of reputation: Frequent chargebacks can damage the merchant’s reputation, creating distrust among customers and partners.

Tips for prevention

To minimize chargeback risks, merchants should take the following measures:

• Use secure payment methods: Activate 3DS for payments — a two-factor authentication method where the bank asks the customer to confirm the payment via the banking app or by entering an SMS code.
• Improve communication with customers: Quick and transparent communication helps avoid misunderstandings. It is important to respond to customer inquiries promptly and provide full information about goods and services.
• Collect and store evidence: Systematically keep all documents confirming the provision of services or delivery of goods. This will help protect the business in case of a chargeback.
• Clear refund policy: A transparent and easy-to-understand return policy can reduce the number of chargebacks, as customers will know how to return a product or cancel a service.

Fees

The average fee charged for handling a chargeback is 50 ILS.

A payout is a transfer of money from your received payments to your bank account, minus fees.

Payouts are made automatically once a month, on the 6th. The payout includes payments that were received in the previous month.

It usually takes up to three business days for the money to appear in your bank account.

The minimum payout amount is 100 ILS, USD, or EUR.

Installment payments are transferred once a month, as money is charged from the customer’s card.

Payment processing time

After a customer makes a payment, it is processed within 3–7 business days. Once processed, the payment is assigned a payout date — the 6th day of the following month.

For example, if a payment is processed on August 25, it will be paid out on September 6. If it is processed on September 2, the payout date will be October 6.

This means there may be cases when a payment is made at the end of one month but processed in the next. In such cases, the payout will be shifted by an additional month. For instance, a payment made on August 30 may be processed on September 2 and therefore will be paid out only on October 6.

You can check the payout date of each payment in its details by clicking the “Details” button.

Fees

If a payout is less than 5,000 ILS, the acquiring bank charges a fee of 17.58 ILS (including VAT).

To avoid this fee, you can set payouts to happen only after the balance reaches 5,000 ILS.

Manual payouts

You can turn off the automatic payout on the 6th. In this case, the payout balance will grow each month, and the money will wait until you request it.

There are three payout options:

1. Automatic on the 6th. Each month on the 6th, all available funds in the balance are paid out automatically.
2. Automatic after reaching a set amount. The balance is topped up on the 6th of each month and will be paid out once it reaches the amount you choose. For example, if you set 5,000 ILS, you will not pay the small-payout fee.
3. Manual payouts. The balance is topped up on the 6th, but you decide when to request the payout.

Notifications

You can get payout notifications by e-mail or in Telegram. They can be set up in <span class="u-richtext-element">Settings</span> ➙ <span class="u-richtext-element">Notifications</span>.

Bank account for payouts

Payouts are sent only to the business bank account you gave during registration. You can check it in the settings.

To change the account, you need to provide a bank document with the details of the new account.

Refunds

If you made refunds to customers during the month, these amounts will be deducted from your next payout.

Breakdown and documents

On the 11th of each month, a record appears in the payout history with two documents:

1. A breakdown of all payments for the previous month with the fees shown.
2. A fee receipt, which can be used for accounting.

See also: “Where to download the payment system fee receipt”.

Weekly payouts

If you want to receive payouts more often than once a month, see the article: “Weekly payouts”.

Sometimes customers contact sellers complaining that their card was charged twice for the same purchase. In fact, no double charge occurs.

How the payment process works

Each card payment goes through two stages:

1. Authorization (pending)
   The bank temporarily blocks the amount on the customer’s card. In the banking app or statement this appears as a separate transaction. The funds are not yet charged, only reserved.
2. Capture (final charge)
   After the transaction is confirmed, the funds are charged.

Some banks display these two stages as separate transactions, so it may look like two charges. In reality, the money is taken only once.

Why this happens

The way transactions are displayed depends on the card-issuing bank and the type of card.

In some banks the authorization disappears immediately after the charge, while in others it may remain for several days or even weeks. Later it disappears from the statement or merges with the second entry.

What to tell the customer

1. Check in your Allpay dashboard that the payment really went through only once.
2. Explain to the customer that the first entry is a temporary authorization and the second is the actual charge. If the authorization temporarily reduced the balance, the funds will be returned.
3. If the customer still has doubts, recommend that they contact their bank to verify the status of the transactions.

International customers find it easier to view prices in their own currency, while businesses prefer to receive funds in shekels without losing money on conversion. For this, a multi-currency price format is available.

To display the amount on the payment page in dollars (USD) or euros (EUR), go to <span class="u-richtext-element">Settings</span> ➙ <span class="u-richtext-element">Payment links</span> and enable the «Multi-currency price format» toggle. Then select the desired currencies from the dropdown list.

Now, when creating a payment link, a currency toggle will appear below the amount. If you select USD, the amount will be shown in dual format, for example: 100 USD (350 ILS).

This is not the transaction currency, but only the display format of the amount on the payment page. The transaction will be processed in ILS at the current exchange rate, and the receipt will be issued in ILS. The exchange rate source is Google Finance.

The exchange rate is calculated at the moment the customer opens the payment link.

If the customer’s card is in dollars, their bank will automatically convert the amount to ILS at its own exchange rate. You will receive the full payment amount in shekels.

If you need to receive payments in a foreign currency instead of shekels, see the article Accepting payments in USD and EUR.

Missing a currency?

If the currency you need is not listed, please contact support.

Integrations

‍The payment request sent from your website includes two parameters: the currency and the payment amount. For example, if the currency is CAD (Canadian dollar), the payment button will display the amount in both CAD and ILS. The system will convert Canadian dollar to shekels and charge the customer’s card in shekels.

This feature allows you to manage the payment amount via URL, pass customer data filled out on your platform to the payment page, and control the customer's path after a successful payment.

First, you need to create a payment link in the Allpay dashboard and set its type to <span class="u-richtext-element">Customer indicates amount</span>.

You can add the parameters <span class="u-richtext-element">amount</span> for the payment amount, <span class="u-richtext-element">client_name</span>, and <span class="u-richtext-element">client_email</span> for customer data to the payment link URL.

For example, https://allpay.to/~pay/dynamic?amount=100&client_name=Jason%20Statham&client_email=jason@go.com

‍
If the values for the parameters <span class="u-richtext-element">client_name</span> and <span class="u-richtext-element">client_email</span> are not specified, we will request them from the customer during payment.

This way, you can use a single payment link for all customers, specifying an individual amount for each of them.

Product name

The product or service name cannot be transmitted this way, as it creates opportunities for manipulation. For example, it could allow an altered or inappropriate product name to be automatically included in the receipt generated after payment.

Parameters lang and client_tehudat

<span class="u-richtext-element">lang</span> — language of the payment page. It is auto-detected by the customer's browser language, but you can control it by passing values AR (Arabic), EN (English), HE (Hebrew), or RU (Russian).

<span class="u-richtext-element">items</span> — name and quantity of the product. If not provided, the name specified when creating the payment link will be displayed. The ability to pass this parameter through the URL is currently under development.

<span class="u-richtext-element">client_tehudat</span> — the Tehudat Zehut (Social ID number). This is included in the payment receipt. To hide this field from the page, pass nine zeros.

Parameter add_field

You can also use the parameter <span class="u-richtext-element">add_field</span>, the value of which will be passed unchanged in the redirect URL after a successful payment (see the article Redirect after payment for how to set up the redirect URL).

For example, https://allpay.to/~pay/dynamic?amount=100&add_field=any_text

In the example above, the parameter <span class="u-richtext-element">add_field=any_text</span> will be passed unchanged in the redirect URL after payment. This allows you to track conversions, direct the customer to the desired stage of your chatbot funnel, and perform other necessary actions after payment.

If needed, you can set the value of <span class="u-richtext-element">add_field</span> to a string with multiple parameters and parse them on your server side. For example, <span class="u-richtext-element">add_field=par1-value1,par2-value2</span>.

If Webhook sending is enabled for the link, the <span class="u-richtext-element">add_field</span> parameter will be included in the request body.

Video tutorial

Creating payment forms

Using this approach and basic web development skills, you can create payment forms for placement on your website. These forms do not replace full capacity of our API but provide a simple and convenient solution for accepting payments.

You can allow customers to select product modifications or quantities, calculate the total based on selected options, and redirect the customer to proceed the payment.

Example in action:

You can view the source code for the forms used in the video at the following links:

https://allpay.to/demo/snippet-example-1.html

https://allpay.to/demo/snippet-example-2.html

Using ChatGPT, you can customize the functionality of the forms to suit your specific needs.