Issuing refunds

For most payment methods, transactions can be refunded at any time after the transaction has been settled. Once the refund process is completed, the funds are sent back to the customer’s original payment method used to make a payment.

Please note: PayPal and Wire Transfer payments cannot be refunded.

To issue a refund, please follow these steps:

Step 1. Navigate to the Reports page, click the ‘Customer Payments’ tab, and open the Processed Payments report. Learn more about the Processed Payments report.

Select the appropriate date range and use the search filters to find the needed payment. 

Step 2. Once you find the needed transaction, hover over the Actions icon on the right-hand side and click on the Refund Payment option from the pop-up menu. 

Step 3. A Confirmation window will appear showing by default the total amount of the transaction to be refunded. 

a) If you would like to issue a full refund of the entire amount of the transaction, check the refund convenience fee option, then choose the refund reason from the drop-down menu and click on the Refund button to proceed.

b) If you would like to process a partial refund, modify the amount that should be refunded, select the refund reason from the drop-down menu, and click on the Refund button.

Refund reasons:

• A duplicate payment;
• A fraudulent payment caused by unauthorized use of a debit/credit card or ACH;
• A refund is requested by a customer;
• Early Fraud Detection
• Other

Step 4. Once confirmed, the refund will be processed immediately and the pop-up message “Payment refunded successfully” will appear.

Please note: it takes 5-10 business days for the refund to appear in the customer’s bank account.

If the convenience fee was applied to the original transaction, check the refund convenience fee option then it will be refunded in full.

If a percentage fee is applied and the user initiates a partial refund, then the system will automatically refund the partial fee amount only.