Refund an Order

Purpose

Return all or part of an eligible payment to the customer from the order record.

Before you begin

• Confirm the order, customer, payment, and authorized refund amount.
• Card orders can support full or partial refunds when they are eligible.
• Subscription and ACH payments can only be refunded in full. PayVa BNPL refunds cancel the full installment plan.
• The Refund action appears only when the order is eligible.

Procedure

1. Open Orders and locate the paid order with the date, status, filters, customer, or order ID.
2. Select the order row or order ID. In the right-side quick view, verify the customer, amount, status, transaction history, and included products; then select Full details.
3. On the full order page, select the circular-arrow Refund icon in the upper-left corner.
4. In the Refund dialog, enter the authorized amount. For an eligible card order, enter any amount up to the displayed Max refund to make a partial refund.
5. Review Initial Transaction, Refund, and Net Amount, then select Approve & Refund once.

Confirm the result

Return to Payments history and verify the new refund transaction and the order status. A partial refund should show Partially Refunded; a full refund should show Refunded.

Troubleshooting

• Refund is not displayed: The order is not eligible, has no refundable balance, or the user lacks permission.
• The amount cannot be edited: Subscription and ACH payments require a full refund.
• Approve & Refund is disabled: Confirm that the amount is greater than zero and no more than Max refund. In Demo mode, some sample orders cannot complete a refund because they do not have a refundable processor transaction.
• The refund fails: Do not submit it repeatedly. Review the payment history and contact your payment-support team with the order ID.

Important

Selecting Approve & Refund sends the refund for processing. Verify the amount before submitting; do not refresh or submit a duplicate while the result is pending.