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 instructions.
Note: 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.
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.
Refunds via the Merchant panel
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.
Note: A full or partial refund can be made, just enter the desired refund amount. the maximum refund amount is the total amount of the payment. The comment field is not sent to the customer and can be used to make your own comments.
6. Click Refund to complete the refund.
Refund approval
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. You can find instructions for setting user roles in our Help Center. Refund approval can be activated in the Merchant panel under Merchant account.
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