Use Case: Issue a Transaction Refund

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 will walk you through the steps to issue a full or partial refund to a customer who has processed a payment for a good or service from your business.

Partial view of the Transaction Details page, including the REFUND button highlighted in red.

Objective

Issue a full or partial refund to a customer from one of your transactions.

Audience

Merchants

Environment

Portal (Sandbox)
Portal (Production)

Prerequisites

Prerequisites

You must have a fully boarded Merchant account to perform any of the actions described in this use case guide.

Warnings

Warnings will provide insight or advice to avoid risk, visibility, and overall product performance issues during this use case.

Warning: The refund payment will be deducted from the Merchant's available account balance.

Warning: If the transaction status is “Approved” rather than “Captured”, you have the option to void the transaction rather than issue a refund.

Tips

Tips will provide suggestions to streamline or better prepare you to apply this use case tutorial.

Tip: You can find any recently issued refunds by visiting the Payment History page and clicking REFUNDS to filter the table by transaction type.

Tip: There are scenarios where a customer may 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.

Tip: 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.

Issue a Refund

1. Access the Payment History Page

Click PAYMENT HISTORY under Payments in the left-hand navigation panel to open the Payment History page.

2. Open the Transaction Details Page

Locate the transaction in the Payment History table and click on it to open the Transaction Details page.

3. Issue a Full or Partial Refund

Step 1: Click the REFUND button in the Action Panel below the Transaction Details Banner section to open the Refund lightbox on the page.
Step 2: Enter the amount for a partial refund, or refund the entire amount by default.
Step 3: Click REFUND.

Result: The Refund is issued to the customer and should be available in 3-5 business days.

Next Steps

Once the refund is issued, review the following guides for additional information on related topics:

Process a Card Payment with Create Payments: Process a payment that includes Level 2 and Level 3 information using the Process a Card Payment with Create Payments page.
Process a Card Payment with Quick Charge: Process a payment that does not require Level 2 or Level 3 information using the Process a Card Payment with Quick Charge page.

Conclusion

The refund has been issued and will be deducted from your available account balance.

References

Click the links or items below to access any of the following pages: