Before refunding a transaction, you need to ensure you have enough money in your account balance 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 account to cover the refund, you can add funds to your account. For instructions on how to do so, please see our Add Funds section
here. If you have customer credit card sales to process, this will also deposit funds into your account.
To refund a transaction, log into your account and select View Transactions --> Transactions Report. Select the month you would like to view and load the report. Click on the transaction number and enter the amount to be refunded into the refund box. Click ‘Refund Transaction’ to submit the refund.
It generally takes 2-3 business days for the customer to see the funds back on their card. We recommend you let your customer know that you will be refunding the transaction, so they know what to expect.
Common Questions Regarding Refunds:
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 balance in addition to the amount that you want to refund. *Please note that the original transaction fees will not be returned to you once the refund is completed.
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.
Can I cancel a transaction?
You are able to cancel (or void) a transaction if it is still pending. Transactions pend for 24 hours. The option to void is only available if the transaction has not been sent for settlement. The file is usually sent about midday. You can always attempt to void the transaction, but if it has been sent for settlement, you will receive a message stating the void was unsuccessful. If this is the case, you can refund the transaction once it settles.
*Please note that voiding a transaction is different than issuing a refund, as the transaction is cancelled before fees are applied. There are no refund fees for voiding a transaction.