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How can I process refund?
How can I process refund?

Overview & Processing of refunds with ezyCollect payments

Jane avatar
Written by Jane
Updated over a week ago

To process refunds

Please check the following:

  • You will need to be using ezyCollect Payments

  • Manager user in the ezyCollect file and have been authorised to process refund. You can send us an email at to request this and needs to included emailed authorisation from the authorised contact of your account.

How to process refunds?

  1. Login to your ezyCollect file.

  2. Go to ezyCollect Payments then Transactions. Learn more about the Transactions Page here.

  3. Search or go to the Transaction item that you would like to refund. Then go to Actions and click Refund Transaction.

  4. On this page, you will be able to see the following details - see screenshot below:

    • Transaction ID

    • Transaction Date

    • Transaction Amount

    • Refundable Amount

    • Card info - displaying the last 4 digit of the credit cards [please note transactions prior to 11/08/22 will not show the card info]

    1. By default the amount of the transaction will already be populated for you. You may able to partially or fully refund the amount of the payment transaction [but will not allow you to exceed the transaction amount].

    2. Choose the reason for the refund

    3. Optional: add more details about the refund

5. Click Refund to proceed or Cancel.

Important Note: Bank Transfer Refund with ezyCollect only applies if you selected this during the onboarding $ application process.

Transaction Status

Transactions which have been refunded will have the updated status following:

  • Partial refund - if only partial amount has been refunded to the customer

  • Refunded - full payment transaction amount has been refunded

If the refund is processed successfully, then your customer will receive an email notification that the refund has been completed.

*Please advise your customer that it can take 5-10 business days for funds to appear back in the used credit card and statement.

If the refund is unsuccessful, then the status of the transaction changes back to Settled with an alert icon next to it. Your customers won't be notified as only you will see this in your Transactions page. Hovering your mouse over it will display the reason for the failed refund within seconds.

What are the charges to process a refund?

There are no charges associated to process a refund, but fees paid are non-refundable.

Important Notes:

Please note that each ezyCollect account has an amount assigned for their refund threshold. This means that you cannot process a refund exceeding this amount on a daily basis.

If you are trying to refund an amount pass your refund threshold amount, then you will be prompted with the alert below and need to email for this refund to be reviewed.

Refund reflected in the Customers Activity History Page

All refunds - partial or full- will reflect on the Customers page under Activity History.

You will be able to view the following details:

  • Refund finalised - for full amount refunded

  • Partial refund created - for partial amount refunded

  • Manager user who actioned the refunds and the date

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