Refunding your shoppers

When your customer returns an item and you want to return their funds, you can refund their payment. 

Submit a refund via your Customer Area

1. Log in to your Customer Area.
2. Go to Transactions > Payments.
3. Select the PSP Reference of the payment you want to refund. 
4. Select Refund payment and adjust the amount to be refunded. 
5. Confirm and select Refund.

Submit a refund via the API

• Follow our technical documentation.

Possible reasons you can’t make a refund

Is the refund button unavailable, or you can’t make a refund? This can happen for one of the following reasons.

• Your user role doesn’t have refund rights. Reach out to your admin user. They can assign you the Merchant manage payments role, which lets you make refunds. 
• The payment method doesn’t support refunds. See an overview of our payment methods. 
• A refund isn’t yet possible. A payment must be captured and in SentForSettle or Settled status before a refund is possible. Read more on payment statuses. 
• The bank account details aren’t valid. This can happen with some online banking methods like Sofort. Check the IBAN versus the issuerCountry for mismatches.
• You reached the refund limit for this payment method. See a visual overview later in this article.
• If your transaction received the RefundFailed status, read why your refund failed.
• You have an insufficient refund balance.

Generate a list of refunds made during a certain time period

If you wish to generate a list of refunds made during a certain time period, you can use the Interactive Payment Accounting report in the Customer Area > Reports. After selecting the report, you can choose the timeframe and time zone you want to use, and filter on the journal SentForRefund before generating the report.