Skip to main content

How do I process a refund?

This article explains how to issue refunds via the Payment Manager, void incorrect refunds before they settle, and understand how same-day adjustments save on processing fees.

Updated over a week ago

Overview

Every refund in the system must be attached to an original sale. Please note that you cannot refund more than the original transaction amount.

Standard Refund Process

  1. Locate the original sale in the Payment Manager or in Payers.

  2. Click the transaction to view Payment Details.

  3. Scroll to the bottom and click the Refund button.

  4. Confirm Totals: Review the data at the top of the page to see the original payment amount and any previous partial refunds.

  5. Set Amount: The "Amount to Refund" box defaults to the full total. Adjust this value if you are issuing a partial refund.

  6. Receipts: Enter an email address so your client receives a copy of the refund receipt.

  7. Notes: Use the Refund Notes field to document why the refund was requested or approved.

  8. Click Process.

Voiding a Refund

If you realize a refund was processed in error, you can undo it as long as it has not settled yet.

  1. Go to the Payment Manager.

  2. Set the Date Range to "Today" and click Search.

  3. Locate the refund (filter the Type column to "Refund" to find it faster).

  4. Click the transaction to view Payment Details.

  5. Click the Void button at the bottom of the page.

  6. Confirm the action in the pop-up message by clicking Void again.

Same-Day Scenarios

The system handles same-day requests differently to save you money on processing fees.

Same-Day Full Refunds (Void)

If the sale and refund occur on the same day before the sale settles, the system processes it as a Void.

  • Result: This cancels the original sale entirely.

  • Client Experience: The client may see a "Pending" transaction for a few hours, but it will disappear without debiting their card.

Same-Day Partial Refunds (Adjustment)

If you enter a partial refund before the sale settles, the system automatically adjusts the amount of the pending sale to the difference.

  1. Locate the sale in the Payment Manager or Payers.

  2. Click the transaction and select Refund.

  3. Change the "Amount to Refund" to your desired partial amount.

  4. Click Process.

  5. Result: The approval screen will confirm the original payment has been lowered to the new desired amount.

Related Articles
How do I apply one Connect payment to multiple invoices?
Did this answer your question?