Here’s how refunds should be handled:
1. Agree with the customer on how the product(s) will be returned
Verify with the customer that you have their correct email address. The customer should have provided their email address when they placed their order. If the address is incorrect (i.e. there’s a typo or the customer wants to use a different email address than originally provided), you can change it when you create a refund.
2. Wait for the customer to return the product(s)
It’s always best to wait until the product(s) are returned before making refund. If the refund is given before the product(s) has been returned, you run the risk that the customer may not actually return the product(s) even though the money has been refunded.
3. Create a refund in Paytrail’s Merchant Panel (responsible party: merchant)
A refund is created for a specific payment. The refund is linked either to a specific “product” row or by adding a custom row. Detailed instructions for making a refund are available in the next section.
4. The refund is processed (responsible party: Paytrail)
The refund amount is transferred to the bank account the original payment was made from. (In rare cases, Paytrail may need to send an email to the customer’s email address that was included in the payment details. The email instructs the customer to enter their bank account number into Paytrail’s service so the refund can be processed.) Then the refund amount is deducted from your next settlement.
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WHOLE ORDER REFUND PROCESS – using E1 interface
1. Create the refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find the payment you want to refund.
2. From the ‘Menu’ section, click ‘Create a refund’.
3. Review/change refund details. In the ‘Create Refund’ section, the email address that the consumer provided when they made their payment will display. If it is correct, nothing needs to be done. However if changes are needed, do so now.
Since all items will be returned, nothing else needs to be changed. Click ‘Continue to preview’.
4. Preview refund details. In the ‘Preview’ section, you will see the details of the refund you are about to make. Should you need to make any changes, click ‘Edit Refund’ and you will be taken back to the previous section. If the details are correct, click on ‘Approve refund’.
5. Refund created successfully. When the refund has been created successfully, a green ‘REFUND CREATED’ box will display. You can see all the details of the refund created. A status will also appear ‘Preparing settlement’.
Once the refund has been successfully created in the Merchant’s Panel, the following occurs:
1. Before the refund is deducted from the upcoming settlement, the status of the refund in the Merchant’s Panel will display ‘Preparing settlement’. For example, if you are to receive a 900€ settlement and there is a 400€ refund in progress, the 400€ refund will be automatically deducted from it. You will receive the remaining 500€ in your settlement.
2. When the refund has been marked in the system as deducted from the settlement, it can no longer be cancelled. The ‘Cancel refund’ button found in the ‘Browse refunds’ tab is no longer available. The status of the refund displayed at this stage is displayed as ‘Settlement in progress’.
3. The refund to the consumer begins at this stage. When the amount to be refunded has successfully been deposited into the consumer’s account, the consumer is sent an email notifying them. The status of the refund in the Merchant’s Panel will display ‘Refunded’.
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PARTIAL REFUND PROCESS – using E1 interface
1. Create the refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find the payment you want to refund.
2. From the ‘Menu’ section, click ‘Create a refund’.
3. Review/change refund details. In the ‘Create Refund’ section, the email address that the consumer provided when they made their payment will display. If it is correct, nothing needs to be done. However if changes are needed, do so now.
Since not all items will be returned, click the check box in front the product(s) that will be returned. If the customer bought more than 1 of the same product, it’s possible to change the ‘Quantity’ to the desired amount. Click ‘Continue to preview’.
4. Preview refund details. In the ‘Preview’ section, you will see the details of the refund you are about to make. Should you need to make any changes, click ‘Edit Refund’ and you will be taken back to the previous section. If the details are correct, click on ‘Approve refund’.
5. Refund created successfully. When the refund has been created successfully, a green ‘REFUND CREATED’ box will display. You can see all the details of the refund created. A status will also appear ‘Preparing settlement’.
Once the refund has been successfully created in the Merchant’s Panel, the following occurs:
1. Before the refund is deducted from the upcoming settlement, the status of the refund in the Merchant’s Panel will display ‘Preparing settlement’. For example, if you are to receive a 900€ settlement and there is a 400€ refund in progress, the 400€ refund will be automatically deducted from it. You will receive the remaining 500€ in your settlement.
2. When the refund has been marked in the system as deducted from the settlement, it can no longer be cancelled. The ‘Cancel refund’ button found in the ‘Browse refunds’ tab is no longer available. The status of the refund displayed at this stage is displayed as ‘Settlement in progress’.
3. The refund to the consumer begins at this stage. When the amount to be refunded has successfully been deposited into the consumer’s account, the consumer is sent an email notifying them. The status of the refund in the Merchant’s Panel will display ‘Refunded’.
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BROWSING AND CANCELLING REFUNDS – using E1 interface
1. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and then click on ‘Refund archive’. Select the browse criteria and click ‘Search’. You will see all the refunds and their associated status. Select the refund you want to see.
2. There may be several refunds relating to one payment. If you wish to cancel a refund you have made, click the 'Cancel refund' button. You can cancel a refund until the point when the refund has proceeded to the 'Settlement in progress' From this point onward, the 'Cancel refund' option is no longer available.
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DISCOUNT/OPEN REFUND – using E1 interface
There may be instances where you decide to give the customer a discount on an item or on their total order or credit them for shipping charges. For example, if the customer bought an item and found a defect in it or there’s a delay in shipping time.
1. Create a refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find the payment you want to refund.
2. From the ‘Menu’ section, click ‘Create a refund’.
3. Review/change refund details. In the ‘Create Refund’ section, the email address that the consumer provided when they made their payment will display. If it is correct, nothing needs to be done. However if changes are needed, do so now. Click 'Add a row'.
4. This creates a new refund row where a description about the refund can be entered as well as the amount. Click ‘Continue to preview’.
NOTE: The added refund row must always include some tax rate related to the payment.
5. Preview refund details. In the ‘Preview’ section, you will see the details of the refund you are about to make. Should you need to make any changes, click ‘Edit Refund’ and you will be taken back to the previous section. If the details are correct, click on ‘Approve refund’.
6. Refund created successfully. When the refund has been created successfully, a green ‘REFUND CREATED’ box will display. You can see all the details of the refund created. A status will also appear ‘Preparing settlement’.
Once the refund has been successfully created in the Merchant’s Panel, the following occurs:
1. Before the refund is deducted from the upcoming settlement, the status of the refund in the Merchant’s Panel will display ‘Preparing settlement’. For example, if you are to receive a 900€ settlement and there is a 400€ refund in progress, the 400€ refund will be automatically deducted from it. You will receive the remaining 500€ in your settlement.
2. When the refund has been marked in the system as deducted from the settlement, it can no longer be cancelled. The ‘Cancel refund’ button found in the ‘Browse refunds’ tab is no longer available. The status of the refund displayed at this stage is displayed as ‘Settlement in progress’.
3. The refund to the consumer begins at this stage. When the amount to be refunded has successfully been deposited into the consumer’s account, the consumer is sent an email notifying them. The status of the refund in the Merchant’s Panel will display ‘Refunded’.