Refunds should always be made via the Merchant panel to the customer's payment. This ensure that the refund is made to the same payment method that was originally used. It also eliminates unnecessary invoices being sent to customers when they use Buy now, Pay later payment methods. Most refunds are processed automatically, but in a few cases, the refund is handled via email, see below.
Refunds are deducted from the merchant's merchant account balance. Please make sure that your merchant account balance is sufficient to make the refund. You can also transfer funds to your account if necessary.
If you are using your own agreements with banks or card provider via our service, refunds must be handle through the bank's or card provider's system. It will not be possible to make refunds in the Merchant panel.
- From the left sidebar on the home page, click on "Payments".
- Use the appropriate search options to find the payment you want to refund.
- From the "Latest payments" list, click on the payment to view the payment details. See payments search article for details on the search options.
- 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.
- Click "Refund" to complete the refund.
You can require separate creation and approval for refunds. In this case, two different users are required to complete the refund. When this setting is on, you can set the “Initiating refunds” and “Refund approval” roles for users. See User management article on setting user roles. Refund approval can be activated from the left sidebar on the homepage under "Settings".
The email refund process is similar to the refund interface from the merchant’s perspective. The key difference is that, in the email refund process, the customer must provide 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.
- From the left sidebar on the homepage, click on "Payments".
- Use the appropriate search options to find the payment you want to refund.
- From the "Latest payments" list, click on the payment to view the payment details. See payments search article for details on the search options.
- 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.
- Click "Refund" and then enter your customer’s email address. The customer will receive an email with a link to provide their account number. When entering their account number, the customer's identity is verified.
If necessary, the email refund can be canceled. In this case, the email refund must be in a "New" status.
- From the left sidebar on the homepage, click on "Payments".
- Click on "Show more" to search for email refunds.
- From the "Event type" field, select "Email refunds".
- From the "Status" field, select "New".
- From the "Latest payments" list, click on the payment to view the payment details.
- Click "Cancel refund". After that, the email refund link will be canceled and no longer available. In this case, the refund has not yet been deducted from the payment.
- From the left sidebar on the homepage, click on "Payments".
- Click "Show more" to see the "Event type" field. The refund search options are:
- Refunded payments: searches for payments that have been refunded.
- Refund events: searches for refunds (so not original payments).
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Email refunds: searches for refunds where an email was sent to the customer requesting their account number via a link in the email.
