Any successful payment can be refunded from the Payment History page in BackOffice.
Before you refund a transaction, you will need to locate the transaction in BackOffice. For a guide on how to search for transactions in BackOffice, click here.
Once you have located the transaction you wish to refund, follow the below steps:
1. Click on the 'Actions' drop-down menu and select Refund Trn.
2. Review the refund details shown. If you wish to perform a partial refund, then adjust the 'Refund Amount' field as required (by default the full transaction amount will be shown).
3. Once you are satisfied all refund details are correct, click Submit Refund
It can take 5-10 business days for funds to appear back on the customer’s card.
Note: If you're a Online Payment customer, initially the refund status will appear as ‘Pending Refund’ as we debit the amount from your account for the refund. It will then update to ‘Approved / Refunded’ when refund submission is complete to the cardholder.