How do I process a refund?

In some cases you may need to refund a transaction. This could be due to stock availability, card holder purchase mistake, etc. When refunding a transaction the amount of the refund will be credited to the card holder and debited from your merchant account by the bank.

How to Process a Refund 

  1. Go to “Products” tab and click “Payment Gateway”.
  2. In the left hand column click “Manage Transactions”.
  3. Underneath “Manage Transactions” click “Refund Transaction”.
  4. Choose your date selection that the original transaction took place
  5. Refine your search (optional)
    1. Application - This is the URL or website that you want to run your search on.
    2. Card Type – This is MasterCard , visa, amex or diners
    3. Transaction Mode – This is test mode (test transactions) or live mode (live transactions)
    4. Advanced Search - This can be used if you want to search by transaction reference, merchant reference, and rand amount or card holder name.
  6. Once you refined your search click the “Search Button”.
  7. Once you have identified the transaction that you want to refund, click the “green arrow” icon.
  8. A screen will appear with a text box that you can enter the amount that you want to refund. You can either fully or partially refund the transaction
  9. Click the “Process” button to refund the transaction 

Note: If you partially refund a transaction you will not be able to process further refunds against that particular transaction. 

Illustration: Refund Search Result

Illustration: Enter Refund Amount Screen

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