🔎 How to Find Refunds in the Portal
🔗 Portal Login: https://portal.valpay.com
To view refunds:
Log in to the Valpay Portal
Select the Payments tab from the left-hand menu
Use the Status filter at the top of the page
Select one or more of the following:
Refund
Refund/Reversal
Unreferenced Refund
Refund (Amex Direct)
💡 We recommend selecting all refund-related statuses to ensure you see all refund activity.
📌 What Do the Different Refund Statuses Mean?
Refund / Refund-Reversal
These are standard refunds.
The name may vary depending on the processing platform, but they represent the same type of transaction.
Unreferenced Refund
A refund processed without an offsetting sale in the system.
This means the refund was issued without being directly tied to a specific original transaction in the portal.
Refund (Amex Direct)
A refund processed for merchants who have a direct agreement with American Express.
🧾 How Refunds Appear
When a refund is processed:
A separate transaction is created for the refund.
The status of the original sale does not change to “Refunded.”
The original sale remains listed as a completed sale.
This is normal system behavior.
🔗 How to Link a Refund to the Original Sale
If you open a refund transaction:
Select the refund to view its details
Under Basic Details, locate the field labeled Linked Transaction ID
This reference ID corresponds to the original sale.
🔍 How to View the Original Sale
To locate the original transaction:
Copy the Linked Transaction ID
Paste it into the search bar above the transaction list
Remove all filters before searching
This will display the original sale.
💳 How to View All Activity on a Card
If you want to see both the sale and refund together:
Enter the last four digits of the card number in the search bar
This will show all activity associated with that card, including:
The original sale
The refund
Any additional related transactions
🚀 Ongoing Improvements
We are continuously enhancing the Payments view and adding new features and filters to make transaction investigations easier and more efficient.
If you need assistance locating a refund, please contact Support and include the transaction reference number.