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How do I refund a payment — fully or partially?

Open the payment and issue a full or partial refund. Refunds go back to the original card in the original currency, and can take a short while because they process after the payment settles.

You refund a payment from its detail page in Online payments → Transactions. You can refund the full amount or a partial amount, and the money goes back to the card the customer paid with, in the same currency as the original payment.

Issue a refund

  1. Open the payment in Transactions.
  2. Choose to refund it — enter a partial amount, or leave it for a full refund.
  3. Confirm. The refund appears in Refunds with its status.

Why a refund isn’t always instant

A refund is processed after the original payment has settled with the card network. If you refund very soon after the payment, it may wait briefly until settlement is ready — this is normal. Once it’s processed, it can still take a few days to appear on the customer’s statement, which is the bank’s timing, not ours.

Refund statuses

  • Pending — submitted, processing. See Why does my refund show “pending”?
  • Succeeded — sent back to the customer’s card.
  • Failed — it didn’t go through; the reason is shown, and the funds stay with you.
  • Cancelled — the refund was cancelled before completing.
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