Before you refund

Not all transactions are eligible for refunds. A transaction must have one of the following statuses to be refundable:

Process a refund

Follow these steps to issue a refund from the Merchant Portal:

1. 1Log in to the Merchant Portal and navigate to Transactions.
2. 2Find the transaction you want to refund. You can use the search box or filters to locate it.
3. 3Click the Refund button on the transaction row, or open the transaction details and click Refund from there.
4. 4A confirmation dialog will appear showing the refundable amount — this is the original transaction amount minus any previous refunds.
5. 5Optionally enter a reason for the refund. This is for your records and will not be shown to the customer.
6. 6Click Confirm Refund to process the refund.

Partial refunds

You can issue a partial refund for less than the full transaction amount. This is useful when a customer returns only part of their order or when a discount needs to be applied after the fact.

To issue a partial refund, follow the same steps above. In the refund dialog, the system will display the maximum refundable amount. You can issue multiple partial refunds on the same transaction until the full amount has been refunded.

After a partial refund, the transaction status will change to Partially Refunded. Once the full amount has been refunded, the status will change to Refunded.

Refund timelines

Once a refund is processed, the timeline depends on the payment method and the customer's bank:

If a customer reports that they have not received their refund after 10 business days, please contact our support team for assistance.