Refund a transaction

This screen returns money to the customer for a payment — the whole amount or part of it.

Where to find it

Select Refund on a transaction.

What you see

• The transaction header, and how much of the payment is still refundable.

What you can do

Control	What it does
Whole amount	Tick to refund everything that is still refundable; untick to enter a partial amount. Some gateways allow only a full refund, or only a partial one.
Refund amount	For a partial refund, the amount to return, up to the remaining refundable balance.
Reason	A short note recording why the refund was made.
Method	Refund automatically through the gateway, or record an offline refund made by other means. Offline is offered when your organisation enables it, or when the gateway cannot process the refund itself.
Submit refund	Processes the refund and returns to the transaction. Rules: Refund a payment.
Cancel	Returns to the transaction without refunding.

Things to note

• The option to refund is only available when the transaction can be refunded, and only with payment permission.
• A partial refund returns just the amount you enter; the rest of the payment stays settled.
• Some gateways support only one refund per payment. When that applies, the screen warns you before a partial refund, because a second refund could not be sent.
• An offline refund is a record only: no money moves through the gateway. It can be undone later from the transaction (see Transaction).

Related tasks

• Refunding a payment