Refunding a transaction

The Refund operation allows to re-credit a buyer's account after a transaction. A refund request may occur, for example, when the product purchased by your customer is unavailable, damaged, returned, etc.

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.

Special cases

• Refund after the merchant changes banks

  If you change banks, your VADS contract changes. To make repayments from your original VADS contract, it must remain open with your previous bank and your account must have sufficient funds.

  Refunds can only be made on the original VADS contract, not the new one.

• Refund delay

  The refund delay after the initial transaction date also depends on the acquirer or the network.

  For example:

  • 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.

1. Go to the Captured transactions tab.
2. Select the transaction.
3. Click Refund. The Refund of the transaction dialog box appears.

   Example of a full refund

   Example of a partial refund

4. Enter the amount that you want to refund. The input field appears if partial refund is possible.
5. Click Perform refund. Details of this operation appear.

For more information, see the video on refunds.