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Refund a transaction

Return money to a customer for a captured payment, straight from its details.

Payments › Payment HistoryPartner and merchant users8 stepsVideo walkthrough
Walkthrough video: select play to watch Refund a transaction walkthrough video thumbnail

Before you start

  • Your role needs the Refund/Void permission. Only users with this permission see the Refund Transaction button.
  • A refund returns money to the customer for a payment that has already been captured. To cancel a transaction before it is captured, see Void a transaction.
  • You need to be in the account the payment belongs to. Check the Accessing box at the bottom of the sidebar. See Switch between accounts.

01Find the payment

1

Open Payment History

From the dashboard, open Payments in the left navigation sidebar and select Payment History. Every transaction for the account is listed with its type, amount, status, account holder, payment method, created date, and DBA.

Payment History listing transactions with type, amount, status, account holder, payment method, created date, DBA, and an Actions column
Payment History. Names and businesses shown are test data.
2

Narrow the list

Use the search bar or the filter button next to it:

  • Search finds a payment by the customer's name, the last four digits of the card, the auth code, or the transaction ID.
  • The filter button opens Filter by, where you can narrow the list by category, payment method, transaction type, instrument, and the date it was processed.
Payment History narrowed to one Sale of $250.00 with status Captured after searching by transaction ID
Searching by transaction ID narrows the list to the one you need.
3

Open the payment

In the Actions column, select the arrow at the end of the row. The Transaction Details screen opens.

02Check it's the right payment

A refund can't be undone, so confirm the payment before you go on.

4

Read the summary panel

The panel on the left shows the Transaction ID, the type and status (for example Sale and Captured), Amount, Payment method, Account Holder, and Created date.

5

Review the tabs

Select each tab in turn:

  • Customers shows the customer's name, address, phone, and ZIP code.
  • Transactions shows the IDs, references, channel, and response codes for the transaction.
  • Payment Details shows the card or account details and the fee breakdown.
  • Transaction Lifecycle shows each event on the transaction, from authorization to capture, with its time stamp.
Transaction Details for a captured sale of $250.00, Customers tab, with the Refund Transaction button in the top right corner
Transaction Details. The Refund Transaction button is in the top right corner. Customer data shown is test data.

03Refund the payment

Check before you confirm. A refund is permanent and cannot be undone. Make sure you have the right payment and the right amount.
6

Select Refund Transaction

Select Refund Transaction in the top right corner of the Transaction Details screen. The Refund Transaction dialog opens with a reminder that the action is permanent.

7

Enter the amount and confirm

The Amount field shows the payment amount. Enter the amount to refund, then select Refund Transaction to confirm. Select Cancel or the X to close without refunding.

Refund Transaction dialog with the Amount field showing 250.00 and the Cancel and Refund Transaction buttons
The Refund Transaction dialog.
8

Check the result

After a few seconds, the status in the summary panel changes to Refunded.

Can't see the Refund Transaction button? Your role may not include the Refund/Void permission, or the transaction may not be in a state that can be refunded. Your portal administrator can help with permissions.

Key terms

Refund
Returning money to the customer for a payment that has already been captured.
Captured
The status of a sale that has been authorized and captured.
Void
Canceling a transaction before it is captured.
Refund/Void permission
The role permission that lets a user void or refund transactions.
Payment HistoryVoid a transactionOpen guide Payment HistoryView payment historyOpen guide DisputesManage and respond to disputesOpen guide
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