Refund a transaction

To improve customer satisfaction, you can refund a debit (DB) or capture (CP) transaction in CardCorp Hub. In this way, you can return a payment to a customer.

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Admin users can manage refunds

Users with the normal user or accountant user roles cannot refund payments, capture pre-authorisations, or reverse pre-authorisations.

If the Refund button is active, the merchant hub has not detected that the customer has already received a refund or chargeback via their issuing bank.

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Check refunds with your acquirer

If your acquirer is not connected to the CardCorp Hub, check the acquirer's reporting platform before you make a refund. Confirm that the transaction is not reported as a chargeback or it has not been manually refunded.

If you used BillPro to bill the customer, also use BillPro to refund the payment. This ensures that BillPro is correctly aligned with the current state of the order and its payments. See Refund payments in BillPro.

To refund a transaction, follow these steps.

1. In the navigation menu, go to Payments. The Transactions list displays. If necessary, filter the list to find your transaction. See Payments

   

2. For a debit (DB) or capture (CP) transaction, click the GATEWAY ID. The Transaction Details page displays.

   

3. Go to Actions.

4. Check the Refund Amount. It must be less than or equal to the amount of the DB or CP transaction.

   1. You cannot cancel a refund after you submit it.
   2. You cannot change the amount after you submit a refund.
   3. For customer satisfaction, always make a full refund. A chargeback is always for the full amount. Refunding the full amount makes it quicker and easier to obtain a chargeback reversal. Some banks also do not allow you to retain a processing fee when there is a dispute.

5. Click Refund. Confirm the amount and click Submit.

The merchant hub refunds the amount to the customer's card and displays a refund (RF) transaction.

The refund is to the same card that the customer used to pay. If a refund is declined, check the card with the customer. If necessary, send the amount by bank transfer.

After successfully refunding an amount, the merchant hub deactivates the Refund button.

If the settlement currency is different, the chargeback or refund amount may differ from the original amount.