HTML Module

Refund A Credit Card


With your ProPay account you can process refunds on credit cards that you have previously charged.

1.    How do I refund a credit card?
2.    What is the fee to refund a credit card?
3.    How long will it be before the customer sees the refund?
4.    Can I refund more than was processed originally?
5.    Can I cancel a transaction?

1. How do I refund a credit card?

Refunding, or crediting, a credit card is a simple thing to do from your ProPay Account. However you need to have enough money in your ProPay Account to cover the amount to be refunded as well as the refund fee, which can be up to $0.35 per refund.


If you don't have enough money in your ProPay Account to cover the refund, you can add funds easily. Just mouse over the Transfer Funds menu option and select Add Funds. Funds from your customer’s credit card sales are also available to issue refunds.


To refund a transaction:

1.    Log into your ProPay Account.

2.    Locate the transaction that needs to be refunded by using one of the available reports, such as the Completed Transaction, Pending Transaction or the Advanced Transaction Search.

3.    Click the transaction number.

4.    Enter the amount to be refunded into the refund box.

5.    Click Refund Transaction to submit the refund. 


We recommend you let your customer know that you will be refunding the credit card, so he or she knows what to expect.


2. What is the fee to refund a credit card?

Refunding a credit card can cost up to $0.35. You will need to have the $0.35 in your account in addition to the amount that you want to refund. Keep in mind, the original transaction fees will not be returned to you once the refund is completed.


3. How long will it be before the customer sees the refund?

Normally the customer will see a refund within 2 to 3 business days, though some banks will not show the refund as having been processed until the customer receives their next statement.


4. Can I refund more than was processed originally?

No, you can only refund up to the amount that you have processed on that credit card. However, it is possible to submit multiple refunds on the same transaction, up to the original amount processed. ProPay recommends you keep accurate records to avoid refunding a customer more than you should.


5. Can I cancel a transaction?

Yes, you can cancel a pending transaction, also known as voiding. The ability to void a pending transaction is only available if the transaction has not been sent for settlement, this typically occurs midday. You can always attempt to void the pending transaction, but if it has been sent for settlement you will receive a message stating the refund was unsuccessful. If you receive this message you will need to wait for the transaction to be completed before refunding.


Please note: Voiding a transaction is different than issuing a refund, as the transaction is canceled before fees are applied. There are no refund fees for voiding a transaction.

Back to top

C03