Refunds, reversals & cancellations

What is the difference between a refund, reversal, and cancellation?

The refund process is used after the payment has settled with the card network.

The reversal process will initiate either a refund or a cancellation based on the transaction status with the card network. A reversal process will only initiate a cancellation when the payment has not yet settled with the card network.

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How do I initiate a refund?

A refund is typically processed in the same manner as a sale. This includes:

• Ensuring the refund transaction is submitted promptly

• Not exceeding the original sale amount

• Providing a refund receipt

• Including itemization of the amounts being refunded

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How do I initiate a reversal?

You process a reversal the same way you process a refund. If the transaction has not settled with the card network, the reversal will initiate a cancellation. If the transaction has settled with the card network, the reversal will initiate a refund.

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How do I initiate a cancellation?

A cancellation is automatically initiated as part of the reversal process. In some instances, it's possible your payment facilitator has provided a way for you to initiate cancellations directly.

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What if I need to process an exchange?

Exchanges should be handled the same as refunds. If the exchange results in an uneven amount, either submit a new sales transaction or partial refund for the difference.

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