What happens if a bill payment fails?
If your bill payment is confirmed to have failed on the biller's side after your wallet was already charged, Paysavo automatically refunds it back to your wallet as part of processing that same failure.
## Direct answer
If Paysavo's biller partner confirms your bill payment failed (for example, a rejected account/reference number), and your wallet had already been debited for it, Paysavo automatically credits the amount back to your wallet — you don't need to request that refund separately. If the outcome from the biller is still unclear or pending, your payment stays in a processing state instead of being refunded immediately, and is resolved once the outcome is confirmed.
## How it works
A bill payment moves through a few states behind the scenes: processing, success, failed/refunded, or (rarely) unknown while Paysavo reconciles an unclear provider response. The status shown to you is always simplified into one of "processing," "completed successfully," or "failed" — Paysavo deliberately never surfaces raw provider error codes to customers. When the biller partner confirms a rejection, Paysavo's system credits your wallet back and marks the payment failed in the same step, so a confirmed failure and its refund happen together rather than as two separate actions you'd need to track (app/Services/BillPay/BillpayCompleteService.php).
## Troubleshooting
- Payment shows "processing" for a while: this usually means the outcome from the biller hasn't been confirmed yet, not that anything is wrong — your funds are held, not lost.
- Payment shows "failed": if your wallet was debited, it should already have been refunded as part of that same failure — check your wallet balance/transaction history for the credit.
## Still need help?
If a bill payment shows failed but you don't see a matching refund in your wallet, or a payment stays in "processing" for an unusually long time, contact Paysavo support with your reference number.