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Record a refund through a payment system

Use the approved customer return/refund basis and the original payment-system transaction. Follow the acquirer’s supported refund authorization process.

Start at Treasury > Acquiring transactions; Merchant statements; Bank account payments.

Procedure​

  1. Confirm the customer liability and refundable amount against the original payment and return. A return with credit is not itself a card refund.
  2. Create an acquiring refund/customer-payment transaction. Select the correct contract, customer and return/settlement basis.
  3. Enter the actual authorized refund amount and reference. Do not mark the accounting refund as proof the payment system executed it.
  4. Include the supported refund in the Merchant statement’s refund section and check any fee according to the contract.
  5. If refunds exceed collections and the acquirer requires a bank payment, create the payment-system refund operation from the approved request where required.
  6. Reconcile actual acquirer confirmation, customer balance, merchant statement and bank movements. Investigate pending/rejected refunds separately.

Check the result​

The customer liability and acquirer balance reflect one supported refund and its actual settlement.

If the result differs​

Refund is pending: check acquirer confirmation rather than paying again. Liability remains: inspect the customer/return settlement basis and merchant statement allocation.