Refund Management

Everything you need to know about issuing a refund to your customers.

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You can issue full refunds in your partner dashboard. Below, we’ve outlined the steps to initiate a full refund, and key details on how refunds are processed.

Please note that all refunds take 3 - 5 business days to process. Credit card fees for refunded transactions are the responsibility of the partner, and will be added to the refund amount. You can reach out to [e-mail] with any questions.

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Self-Service Refund Process

1. Log into your Alternative Payments Partner Dashboard

2. Navigate to Account Receivable

   From the sidebar, go to Account Receivable, select Invoices, and click the invoice number you'd like to refund.

1. Navigate to Payment Details

   From the Activity section of the invoice page, click the arrow next to the amount paid. This will take you to the Payment Details page.

1. Refund Payment

   Select Refund Payment from Payment details, and select a reason for the refund from the dropdown, then click Next

1. Review your refund

   Review the refund details, and click Apply refund to refund the full invoice

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Refund Eligibility Rules

• Paid status only -- Refunds can only be issued on invoices with a "Paid" status.

• Full refunds only -- Only full refunds are supported. Partial refunds are not available at this time.

• Same currency -- The refund must be issued in the same currency as the original payment.

• Settlement required -- The original payment must have been fully settled before a refund can be processed.

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Refund Limits

All partners will start with a refund limit of $10,000 (this is a limit for risk and compliance). We are able to increase the limit.

Note: credit card fees for refunds are incurred by the partner, and will be added to the refund amount if applicable.

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