Refund a transaction

For issues of customer satisfaction, you may wish to refund a debit (DB) or capture (CP) transaction.

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 merchant hub, before you make a refund, check in the acquirer's reporting platform that the transaction is not reported as a chargeback or has not been manually refunded.

If you used BillPro to bill the customer, also use BillPro to refund the payment to ensure that BillPro correctly reflects the current state of the order and its payments. See Refund payments in BillPro.

To refund a transaction, do 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, which 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 issues of customer satisfaction, always make a full refund. This is because a chargeback will always be for the full amount, so it will be quicker and easier to obtain a chargeback reversal after a refund of the same amount. In addition, some banks 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.

A refund is made to the same card that the customer paid with. If a refund is declined, check the card with the customer and, 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 appear different from the original amount.