Withdrawal button and payment processors

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How the button fits into your payment stack

1. The consumer clicks the withdrawal button and confirms their request.
2. BackToMe archives the request (reference number, date, a file impossible to alter afterwards) and sends an acknowledgement of receipt to the consumer by email (PDF), in accordance with the European withdrawal obligation (Directive (EU) 2023/2673).
3. Real-time notification to the merchant (email, dashboard, optional HTTPS webhook) with the customer reference (order, subscription, invoice) entered by the consumer.
4. You process the refund in your usual PSP interface (Stripe Dashboard, PayPal, Adyen, etc.) within the fourteen days provided for by law (Consumer Rights Directive 2011/83/EU).
5. You mark the withdrawal as "Closed" in BackToMe, adding an internal note if needed (PSP refund number, bank transfer, goodwill gesture, etc.).

Compatible with every PSP

The regulatory function of the button (collection, archiving, acknowledgement) is completely independent of your means of payment collection. The button works identically whether you use:

• A card PSP (Stripe, Adyen, Mollie, Checkout.com, SystemPay/Lyra…)
• PayPal, Apple Pay, Google Pay
• A marketplace or subscription PSP (Stripe Billing, Stripe Connect, PayPal Subscriptions, Lemonway, MangoPay…)
• Bank transfer, SEPA direct debit, GoCardless
• Several PSPs in parallel on the same site

Why BackToMe does not trigger the refund

Three technical and legal reasons:

• Security. Handing refund API keys to a third party widens your attack surface and complicates your PCI-DSS audit (if applicable). The merchant keeps full control of their payment flows.
• Business decision. A refund often involves a check (return of the goods received, a statutory exception under the Consumer Rights Directive (2011/83/EU), partial goodwill gesture, pro rata digital service). That decision belongs to the merchant, not to an automated process.
• Compliance with the refund deadline (Consumer Rights Directive 2011/83/EU). The legal 14-day period runs from the withdrawal. The correctness of the refund (exact amount, standard costs included, identical payment method unless otherwise agreed) remains your operational responsibility; BackToMe provides you with the clock and the proof, not the execution.

The case of subscriptions

For a subscription (Stripe Billing, PayPal Subscriptions, etc.), you handle the cancellation of the subscription on your side (immediately or at the end of the paid period) and the possible refund of the last instalment collected. If the service has been partially used with express consent to immediate start (a statutory exception under the Consumer Rights Directive 2011/83/EU), the pro rata is calculated according to your pricing and remains in your hands. BackToMe provides you with the dated proof of the request and the 14-day counter to support you.