Refunding a payment
Learn how to perform a refund on a payment.
Do you have the right role?
You will need to be assigned the following role(s): Operations manager. Refunds can only be performed on Online transactions.
Refunding payments
If you are configured, you are able to refund payments back to your customers account.
To refund a payment, go via the Payments detail page.
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Search the relevant payment that you would like to perform a refund on and click into the payment.
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In the top right hand corner, you will see the Actions button. From the drop down, select Refund.
Note: the payment status must either be Captured or Partially captured or Partially refunded in order to perform a refund.
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Actions button with refund, capture and void options
- Refund payment screen will be launched.
Note: Based on the payment selected for refund, you may see the option to refund primary tender and gift card.
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Primary tender full refund
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Primary tender partial refund
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Primary tender and gift card refund
- Enter the amount that you would like to refund.
Note: you may perform a refund multiple times up to the full captured amount. The remaining refundable amount will be shown on the refund modal by default. - Select Refund. You will see the refund confirmation modal.
If you are performing a full refund (refunded amount equals the full captured amount), then the following confirmation will be prompted.
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Full refund confirmation screen
If you are performing a partial refund (where the refunded amount is less than captured amount), then the following confirmation will be prompted.
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Partial refund confirmation screen
If you are performing a refund on primary tender and gift card, then the following confirmation will be prompted.
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Primary tender and gift card refund confirmation screen
- Select Confirm refund.
- If the refund is successful, then a success message will be displayed at the top of the payment details page and the status will be automatically refreshed to reflect the successful refund.
- The Refunded amount field will be updated to reflect the refunded amount.
- The Payment timeline section will have a new entry to reflect the successful refund event.
Possible reasons you can’t make a refund
At times, you may find that the Actions button is unavailable, or the refund action is greyed out. This can happen for one of the following reasons:
- Your user role doesn’t have the permission to perform a refund. Reach out to your admin user and ask him/her to assign the Operations manager role to you.
- Refund is not supported for in-store transactions.
- Refund is only possible for an online transaction that has been captured and not fully refunded.
- There may be another user attempting to perform a refund on the same transaction at the same time. Please check the transaction status before retrying.
- The refund amount is invalid (e.g. negative amount or greater than the captured amount)
- The transaction has already been refunded up to the full captured amount.
Possible reasons a refund may fail
When a refund failure happens you will need to find an alternative method to refund your customer. These are the typical reasons why a refund may fail:
- The refund eligibility period (typically 6 months from the transaction capture date) has expired.
- The card issuer may reject the refund. The issuer has indicated that the cardholder's account is unable to receive credits, commonly due to the following reasons:
- the account is closed;
- the account is locked; or
- the account is for a product that is unable to accept refunds, commonly seen in prepaid products.
Updated about 1 month ago