You can process a full or partial refund for a settled transaction (with request type “AUTH”).
This functionality is only available to those with the following user roles:
Site admin, Site user, Site user 2, Transaction admin, Transaction admin 2
- The transaction being refunded must be settled (in settle status “100”).
- You cannot refund a greater amount than was originally settled.
- The payment details must still be valid (e.g. the card cannot be beyond its expiry date).
How to perform a refund
1. Select transaction(s) for refund
- Method 1: Type in the full transaction reference into the universal search at the top of any MyST page and submit to view transaction details.
Method 2: Select “Transactions” from the left and then “Transaction search“. Perform a search and:
- Either: Tick the checkboxes down the left of the table for the transactions you would like to action. In this manner, you can action multiple requests at once.
- Or: Click a transaction reference displayed in the results table to view further details.
2. Select the action
Click the “Refund” button displayed near the bottom of the page.
If there is not enough space to display all options, these will be combined into a single “Actions” button. Click to expand, like so:
3. Allowed and Disallowed transactions
If successful, the page displayed will be pre-filled with details inherited from the selected transaction(s).
You should check the “Summary” table at the top of the page, which displays the number of selected transactions that are “Allowed” and “Disallowed”. Disallowed transactions are not suitable for the desired action and are not displayed on the page.
This can occur for a number of reasons. We recommend checking the following:
- Ensure the request type of the transaction being refunded is “AUTH” and settle status is “100”, indicating settlement has been completed. (Only settled transactions can be refunded)
- You cannot perform a full refund if a full or partial refund has already been performed on a given transaction.
- Some Alternative Payment Methods (APM) do not support refunds. Please refer to our documentation for Payment Pages or our API for further information about a given APM.
4. Fill out the form
Check the values displayed on-screen and make any necessary adjustments. By default, a full refund will be processed. You can opt to perform a partial refund by lowering the amount on the form for a given transaction.
You click the “+” icon on the left to expand the form and display additional fields that can be changed prior to refunding. Of particular importance, you may wish to check the expiry date is still valid on the customer’s card. If the customer has renewed their card and has a new expiry date, you can enter the new value on the form to proceed.
When you are ready to process the request, click “Refund” at the bottom of the page.
You can also configure your own system to process refunds by interacting directly with our API. Click here to learn more.
Handling the response
If the action was processed successfully, you should see a green success message at the top of the page. For each row under the “Successfully Processed Transactions” header, you can click the “+” icon to view the full response for each action processed.
A summary table will also be displayed at the top of the page, counting Success and Error cases.
If errors have occurred, the transactions you attempted to action should remain on screen. Check the error code and message for further information on the nature of the problem. In some cases (e.g. a field error), you can correct a mistake on the form and resubmit. Invalid fields are highlighted in red. Ensure you click the “+” icon on the left as the field that is causing the error may be hidden.
If a refund has been declined, the error code 70000 is displayed. When this occurs, we recommend contacting the customer directly to arrange the refund using an alternative method of payment (e.g. bank transfer).