Refunding a transaction
This operation makes it possible to re-credit a customer’s account after a transaction.
The customer account is credited with the refunded amount, the merchant account is debited with the same amount.
The refund is only available for captured transactions. Depending on the acquirer, it is possible to partially or fully refund the transaction amount.
The refund delay after the initial transaction date also depends on the acquirer or the network.
- Until the card expiry within the CB network. Refund forbidden to an expired card.
- 180 days within the PAYPAL network.
- 15 months within the AMEXGLOBAL network.
- 20 days within the ONEY_API network.
For more information, see the reference documentation for the payment method in question.
Case of chargebacks: any attempt to refund an unpaid transaction will be rejected.
Case of refund refusal:
A system called credit online has recently been impletented. This system includes a systematic authorization request sent to the buyer’s bank for each refund request.
This lets you know whether the refund is accepted, and if not, the reason why it is blocked.
In case of refusal at the time of the authorization request, the buyer’s bank returns a reason to us, and we present it to you.
For the CB network, we indicate the code and the refusal reason sent by the buyer's bank. If the refund request is made from the Merchant Back Office, a warning message is also displayed to inform that the buyer’s financial institution is the cause of this refusal for its own reason.
For example, if the refund request is made on a blocked card, the code and refusal reason will be “59: suspected fraud” for some acquirers. See: List of specific return codes for the CB network for more details.
You must then refund your buyer by another payment method (cheque, wire transfer, etc.).
- Go to the Captured transactions tab.
- Select the transaction.
- Click Making a refund. The Refund of the transaction dialog box appears.
Example of a full refund
Example of a partial refund
- Enter the amount that you want to refund. The input field appears if partial refund is possible.
- Click Perform refund. Details of this operation appear.