Refunding a Payment

You can issue refunds for payments received via credit card or direct debit back to the customer’s original card or bank account. Both full and partial refunds are supported.

❗ Please note: BPAY payments cannot be refunded through the Pay Advantage platform. If a customer requests a refund for a BPAY payment, you will need to manage this outside of the system.

When a Refund Is Available

The Refund button will appear for a payment only if all of the following are true:

• The payment has cleared 

• The payment has not failed

• The payment is not part of a dispute

• The payment is not a BPAY transaction

How to Issue a Refund

1. From the side menu, go to Payments

2. Search for and open the payment you want to refund.

3. Click Refund Payment.

4. Enter a refund reason and confirm the amount you want to refund (full or partial). Then select Refund to submit.

How Refunds Are Processed Behind the Scenes

To refund a customer, funds must first be moved back from your account to the customer’s account. This is how it works:

1. Once a payment has settled into your account, Pay Advantage initiates a chargeback to recover the funds.

2. Those funds are moved back to Pay Advantage, and then we process the refund to the customer’s bank.

3. The customer’s bank must verify and clear the refund before it is complete.

4. This process can take up to 10 business days in some cases.

What if a refund can't be processed? 

If for some reason a refund can't be processed or a problem occurs, you will be notified on your Dashboard and be able to take action.

Navigate to the Dashboard of your account and select the Requires Attention section on the bottom left hand side of the page. Here you can view Refund Issues and Resolve these. 

From here you can:

• View the reason the refund failed.

• If required, select Cancel Refund.

• Once cancelled, the funds will be returned to your ledger.

• You can then arrange an alternative refund method for the customer, depending on the reason for the failure.