Issuing refunds for online payments
Our handy guide will walk you through the steps to refund a customer for payment taken through the virtual terminal, Pay by Link, or our hosted payments pages.
The Virtual Terminal is where you can process refunds.
Refund a specific transaction
- Find the transaction you wish to refund
If you know the order number, select ‘Return’ on the virtual terminal homepage. Enter the order number and the transaction page will open.
If you don’t know he order number, head to ‘Reports’ > ‘Transactions’ > and filter as appropriate to locate the transaction you want to refund. Open the transaction page by selecting the order number. - Confirm the amount to refund
Refund the full amount or you can edit the value to be refunded to a lower amount. - Complete the refund
Press ‘Continue', review and ‘Submit’ the transaction. The transaction results page will say ‘Approved’ if the refund has successfully been processed.