Recover a direct debit payment

There are two ways to recover your direct debit payment:

  • Up to 8 weeks after the payment, you can request an automatic refund without giving a reason why

  • Between 8 weeks to 13 months after the payment, a refund can be requested but supporting evidence for the claim is required. Creditors have 40 days to provide opposing evidence to prove the legitimacy of the direct debit and mandate.

  1. On your SumUp profile, open the "Business Account" tab from the left side of the screen.

  2. Select the sent direct debit payment from your transaction history.

  3. Choose “Ask for a refund”.

  4. Confirm the refund request with your password or biometrics data.

Requests within 8 weeks of the transaction will be automatic and have a processing time of one business day. For requests after 8 weeks, you’ll be forwarded to our Support Team to provide supporting documentation.


You can also refuse a direct debit payment request in advance. However, it is only advisable to do this with prior approval from your creditor.