There are times when you might need to refund a payment back to your customer. Some of these times include:
- The invoice amount was incorrect and your customer has been overcharged
- Payment was received twice (directly received from the customer and was also paid via WisePay)
- Customer request (payment will be paid via an alternate method)
Steps to follow:
For merchants who are using Global Payments Integrated (GPI) or Ezidebit to process payments, follow the below steps to initiate a refund via WisePay for both bank debit (ACH) and credit card payments:
- To initiate a refund, go to the Show Details screen for the payment
- Either from the Past Payments widget on the WisePay Dashboard > Actions > Show Details
- Or from Transaction History > Payments > Actions > Show Details
- Click the ‘Refund’ button at the bottom of the Show Details pop up
- An ‘Are you sure’ message will be displayed confirming the refund details
- Note: If a credit card surcharge was incurred, the total refund amount will include the surcharge that was paid.
- If you wish to process a full refund, click OK, if you wish to process a Partial Refund, click the edit icon next to the refund amount and edit the amount to be refunded.
- Note: If you don't wish to refund the credit card surcharge that was paid, you can edit the refund amount to be net of the surcharge
- Once confirmed, please wait for the payment gateway's response to be returned so you know if the refund was successful or not
- In your Accounting Package, remove the payment from the invoice
- Refer to this QBO article for editing/deleting/voiding payments in QBO
- Refer to this Xero article for editing/deleting/voiding payments in Xero
- Run a Payment Sync in Wise-Sync
Items to note:
- Payments can only be refunded if the payment is in a settled (or to be settled but cannot be voided) status with the payment gateway.
- Only Payments processed by WisePay can be or Refunded
- Only the amount of the actual payment can be refunded
- If a surcharge was incurred by the customer, the refund amount will include the surcharge paid
Please note that you will not be able to recover the surcharge from the payment gateway .
- If a surcharge was incurred by the customer, the refund amount will include the surcharge paid
- Ezidebit require that you to have funds available in trust with them (i.e. not yet settled) that cover the value of the refund amount
- The Ezidebit refund transaction fee is the same as the transaction fee for a bank account debit (for DD) or an instant card payment (for card transactions)
- Payment can only be refunded back to the saved bank account or credit card used for the initial payment
- In the payment gateway, a secondary transaction reference is issued and would be a linked transaction entry:
- Processed Transaction ID: (Payment)
- Refunded Transaction ID: (Refund, Payment)
Enabling Ezidebit Refunds
This feature is now available for all existing Ezidebit accounts.