🔎 How to Find Refunds
Log in to the ValPay Portal.
Select Payments from the left-hand menu.
Open the Status filter and select all of the refund statuses: Refund, Refund/Reversal, Unreferenced Refund and Refund (Amex Direct).
📌 What the Refund Statuses Mean
Refund / Refund-Reversal: a standard refund of an earlier sale. Both labels mean the same thing.
Unreferenced Refund: a refund that isn't linked to an original sale in the portal, for example one entered manually on a terminal.
Refund (Amex Direct): a refund for businesses with a direct agreement with American Express.
🧾 The Original Sale Doesn't Change
A refund appears as its own separate transaction. The original sale stays listed as a completed sale and doesn't change to "Refunded." This is normal.
🔗 Finding the Original Sale for a Refund
Open the refund.
Under Basic Details, copy the Linked Transaction ID.
Clear all filters, then paste the ID into the search bar above the list.
💳 Seeing All Activity on One Card
Search for the last four digits of the card to see the original sale, the refund and any other payments on that card together.
Can't find a refund? Contact your support team with the transaction reference. That's the team that set up your account or the one you normally contact for help.