Email refunds

Refunds are made to the customer either directly through the refund interface or as an email refund. The refund process is the same from the merchant’s perspective, but in an email return, the customer provides their account number for the refund.

Email refunds apply to refunds for S-Pankki, Ålandsbanken bank payments or payments older than 13 weeks from Nordea. The Merchant panel offers an email refund whenever the bank interface refuses the refund.

How to make an email refund

1. Log in to the Merchant panel.
2. From the menu of the left side of the home page, click on Payments. 
3. Use the appropriate search options to find the payment you want to refund.
4. From the Latest payments list, click on the payment to view the payment details. See Payments search article for additional instructions.
5. Scroll down to the Order content and refunds section and enter the amount of the refund.
   • The customer can be reimbursed for a full or partial refund just enter the desired refund amount.
   • The comment field is not sent to the customer and can be used to make your own comments.
     
6. Click Refund and then enter your customer’s email address. The customer will receive an email with a link in the message to provide their account number. When entering their account number, the customer's identity is verified.

Canceling an email refund

If necessary, the email refund can be canceled. In this case, the email refund must be in a New status.

1. From the menu of the left side of the home page, click on Payments. 
2. Click on Show more to search for email refunds.
3. From the Refunds field, select Email refunds and from the Status field select New.
4. From the Latest payments list, click on the payment to view the payment details and click Cancel refund. After that, the email refund link will be closed and no longer available. In this case, the refund has not yet been deducted from the payment.