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 3 months after the card expiry date within the CB network.
- 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:
There are three cases:
- If the card has expired by more than 3 months, the payment platform refuses the refund request with a code 8 : The payment method exp. date does not allow to process this action.
- If the network supportscredit onlineas the CB network, the payment platform indicates the reason for refusing the refund, after the authorization request.
For the CB network, for example, if the refund request is made on a blocked card, the code and refusal reason will be “59: suspected fraud".
- If the network does not support credit online, the payment platform has no information on the final status of the refund. In case of refusal, the buyer must contact his bank to find out why.
- 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.