How do I initiate a refund?

Processing refund transactions is simple with our full-refund feature. Here's what to expect:

Note: The refund capability appears approximately 2 business days after a transaction has moved to a settled status.

Upon login (click here to reach the login page), you will be directed to the Payments module, also located on the left side of your screen. Select the transaction that you would like to initiate a refund for by clicking on the desired transaction.  
Within the payment details, select "Refund" in order to initiate either a full or partial refund. 
In this example, we will initiate a partial refund by selecting "Partial Refund of $," entering the desired partial refund amount, and clicking on "Refund." Please note that whatever amount you refund back to your client will then be debited from your next payout. We will debit the technology fee if you refund the full amount.
After selecting "Refund," select a reason for the refund from the drop-down menu and add any relevant additional details. Click "Confirm" to initiate the refund.

5. The status will update from “Refund Authorized” to “Refund Initiated” and then “Refund Settled” once the refund has been completed.

Note: Refunds will be netted out of your next eligible payout.

If you need assistance or have any further questions, please click here to contact our support team.

Read below to learn about self-service refunds in the payments platform!