Refund a payment¶
Return some or all of a completed payment to the customer, with a reason on record.
Before you start¶
- You need the ChargeOn permission to issue refunds (part of the ChargeOn Admin, ChargeOn Refund Operator or ChargeOn Standard User permission set — this is not part of ChargeOn Operator).
- The transaction must have status Success. If it hasn't settled yet, see Void a transaction instead.
Steps¶
- Open the Transaction History record you want to refund.
- Click Refund.
- Enter the Refund Amount — it defaults to what's left to refund. Reduce it for a partial refund.
- Choose a Refund Reason — Requested by Customer, Duplicate Transaction, Fraudulent Transaction, or Other.
- If you chose Other, enter Notes — this is required.
- Click Refund.
What you should see¶
A new Transaction History record, linked back to the original, with a matching Refund payment type and status Success. The original transaction stays exactly as it was — refunding never changes or hides it — with its Refunded Amount increased by what you just returned.
Refund again for the rest
A partial refund doesn't close the door on the remainder. Refund the same transaction again, as many times as you like, until nothing is left to refund.
If it does not work¶
| Symptom | Likely cause | What to do |
|---|---|---|
| Refund doesn't appear on the transaction | Its status isn't Success, or it's itself a refund, a void, or a credit-memo settlement — none of which can be refunded again | Check the transaction's own status and payment type |
| "No amount available for refund." | Already fully refunded, or what's left is below the gateway's minimum refund amount | Check Refunded Amount on the transaction |
| A warning that a leftover amount "cannot be refunded later through the payment gateway" | A partial refund would leave a remainder too small for the gateway to ever refund | Refund the full remaining balance now instead |
| "A refund has already been processed for this transaction, and the payment gateway does not support multiple refunds for a single transaction." | Linked2Pay allows exactly one refund per transaction | Refund the full amount in a single action |
| "This bank payment was authorized as a one-time web debit and is not refundable through the gateway." | A one-time ACH debit can't be refunded through the gateway's API — only a saved or recurring bank payment can | Refund the customer directly through your bank instead |
| "Refund is not available for {reason} credit memo." / "This advance payment credit memo has been fully utilized or voided." | The payment is tied to a credit memo that's exhausted, voided, or excluded from refunds | Check the linked credit memo — see Credit memos |
| "You do not have permission to issue refunds." | Missing the Refund permission | Assign a permission set that includes it |