You can issue a credit or debit card refund as part of a service or product return from one of your customers in the portal. This tutorial shows you how to issue a full or partial refund to a customer who has processed a payment for a good or service from your business.
Audience: Merchant
Issue a Refund
Complete all steps in the following sections to issue a refund to a customer from one of your transactions.
Prerequisites
Before attempting this tutorial, you must:
Meet the general prerequisites described in Get Started with Use Case Tutorials.
Access the Payment History Page
Click PAYMENT HISTORY under Payments in the left navigation panel to open the Payment History page.
Open the Transaction Details Page
Locate the transaction in the Payment History table and select it to open the Transaction Details page.
Issue a Full or Partial Refund
Click REFUND in the Action Panel below the Transaction Details Banner section to open the Refund dialog on the page.
Notes
If the transaction status is Approved rather than Captured, you have the option to void the transaction rather than issue a refund.
When the payment is an Auth transaction type, you can perform a full or partial void of the transaction instead of a refund issued when the payment is a Capture transaction type or the payment has been settled.
Enter the amount for a partial refund, or refund the entire amount by default.
Tip
Scenarios exist where a customer might be returning one of multiple items or a partial return of service hours, for example. In this instance, we recommend viewing a copy of the receipt or invoice to determine the exact amount to refund to the customer.
Click REFUND.
Result: The refund is issued and immediately deducted from your available account balance. The customer should receive the refund in three to five business days. You can find any recently issued refunds by visiting the Payment History page and clicking Refunds to filter the table by transaction type.
Next Steps
After the refund is issued, review the following guides for information on related topics:
Process a Card Payment with Create Payment: Process a payment that includes Level 2 and Level 3 information.
Process a Card Payment with Quick Charge: Process a payment that does not require Level 2 or Level 3 information.