Step 1: Go to the Payments Tab
From the left-hand navigation menu, select Payments.
Here, you can:
Use filters (date range, store, payment method, status, etc.), and/or
Search by transaction ID or last 4 digits of the card
Locate the transaction you want to refund.
Step 2: Select the Transaction
Once you’ve found the transaction:
Select the transaction from the list
A side panel will open displaying the transaction details
Step 3: Review Transaction Details
In the side panel, review the transaction information, including:
Transaction status
Amount
Payment method
Store
Date and time
At the Top-right of the side panel, you’ll see an Action button labeled Refund.
Step 4: Select Refund
Click the Refund button
A refund pop-up will appear showing the transaction details
Step 5: Review Refund Eligibility
Within the refund pop-up:
The transaction status will indicate whether the transaction is refundable
If the transaction has already been refunded or partially refunded, the pop-up will display the remaining refundable balance
Note: If a transaction is not eligible for refund, the refund option will be disabled.
Refunds must always be processed to the original card used for the transaction, even if the card information has changed in the system.
Step 6: Enter Refund Amount
In the Refund Amount field, enter the amount you wish to refund
The refund amount must be less than or equal to the original sale amount
Partial refunds are supported, as long as the remaining balance allows it
Step 7: Submit the Refund
Once the refund amount is entered:
Confirm the refund details
Submit the refund
You will receive a confirmation once the refund has been successfully processed.
Step 8: Verify the Refund
After submission:
The refund will appear in the Payments tab
The original transaction will update to reflect the refunded or partially refunded amount
You can also view refund details by selecting the transaction again.
Important Notes
Refunding to the original payment method is necessary for preventing fraud and ensuring accurate reconciliation. Always process refunds back to the original card used for the transaction to maintain compliance and minimize risk exposure.
Refund availability depends on the transaction status and settlement state
Fully refunded transactions cannot be refunded again
Partial refunds reduce the remaining refundable balance
If a different card is added after the initial transaction, the refund must still be issued to the original card
For inactive or canceled cards, the issuing bank ensures the refund reaches the rightful cardholder
Processing a refund to a replacement card may increase liability and risk of misallocation.
Need Help?
For issues related to refunds and card information changes, support is available to provide guidance on appropriate actions.
If you have questions about refund eligibility, refund status, or do not see the refund option, please contact [email protected].