1 REFUND OVERVIEW
Here’s an overview on how refunds should be handled:
1. Agree with the customer on how the product(s) will be returned
Verify with the customer that you have their correct email address. The customer
should have provided their email address when they placed their order. If the
address is incorrect (i.e. there’s a typo or the customer wants to use a different
email address than originally provided), you can change it when you create a
refund.
2. Wait for the customer to return the product(s)
It’s always best to wait until the product(s) are returned before making refund. If the
refund is given before the product(s) has been returned, you run the risk that the
customer may not actually return the product(s) even though the money has been
refunded.
3. Create a refund in Paytrail’s Merchant Panel (responsible party: merchant)
A refund is created for a specific payment. The refund is linked either to a specific
“product” row or by adding a custom row. Detailed instructions for making a refund
are available in the next section.
4. The consumer enters their bank account number into Paytrail’s service
(responsible party: customer)
Paytrail sends an email to the customer’s email address that was included in the
payment details. The email instructs the customer to enter their bank account
number into Paytrail’s service so the refund can be processed.
5. The refund is processed (responsible party: Paytrail)
The refund amount is deposited into the customer’s designated bank account. Then
the refund amount is deducted from your next settlement.
WHOLE ORDER REFUND PROCESS – using E1
interface
1. Start refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find
the payment you want to refund.
2. From the ‘Menu’ section, click ‘Create a refund’.
2 3. Review/change refund details. In the ‘Create Refund’ section, the email address
that the consumer provided when they made their payment will display. If it is
correct, nothing needs to be done. However if changes are needed, do so now.
Since all items will be returned, nothing else needs to be changed. Click ‘Continue
to preview’.
3 4. Preview refund details. In the ‘Preview’ section, you will see the details of the
refund you are about to make. Should you need to make any changes, click ‘Edit
Refund’ and you will be taken back to the previous section. If the details are
correct, click on ‘Approve refund’.
5. Refund created successfully. When the refund has been created successfully, a
green ‘REFUND CREATED’ box will display. You can see all the details of the
refund created. A status will also appear ‘Waiting for consumer to provide their
account number’.
4 5 Once the refund has been successfully created in the Merchant’s Panel, the
following occurs:
1. The consumer is sent an e-mail that informs them that a refund is in progress.
There is a link in the e-mail, which directs them to Paytrail account where they need
to enter their account number in an IBAN format. The refund cannot be processed
further until the consumer has provided their account number. The status of the
refund in the Merchant’s Panel will display ‘Waiting for consumer to provide their
account number’.
2. When the consumer has provided their account number, a deduction process will
be initiated where the refund amount will be deducted from your upcoming
settlement. Before the refund is deducted from the upcoming settlement, the status
of the refund in the Merchant’s Panel will display ‘Preparing settlement’. For
example, if you are to receive a 900€ settlement and there is a 400€ refund in
progress, the 400€ refund will be automatically deducted from it. You will receive
the remaining 500€ in your settlement.
3. When the refund has been marked in the system as deducted from the
settlement, it can no longer be cancelled. The ‘Cancel refund’ button found in the
‘Browse refunds’ tab is no longer available. The status of the refund displayed at
this stage is displayed as ‘Settlement in progress’.
4. The refund to the consumer begins at this stage. When the amount to be
refunded has successfully been deposited into the consumer’s account, the
consumer is sent an email notifying them. The status of the refund in the Merchant’s
Panel will display ‘Refunded’.
PARTIAL REFUND PROCESS – using E1 interface
1. Start refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find
the payment you want to refund.
2. From the ‘Menu’ section, click ‘Create a refund’.
3. Review/change refund details. In the ‘Create Refund’ section, the email address
that the consumer provided when they made their payment will display. If it is
correct, nothing needs to be done. However if changes are needed, do so now.
Since not all items will be returned, click the check box in front the product(s) that
will be returned. If the customer bought more than 1 of the same product, it’s
possible to change the ‘Quantity’ to the desired amount. Click ‘Continue to
preview’.
6 4. Preview refund details. In the ‘Preview’ section, you will see the details of the
refund you are about to make. Should you need to make any changes, click ‘Edit
Refund’ and you will be taken back to the previous section. If the details are
correct, click on ‘Approve refund’.
5. Refund created successfully. When the refund has been created successfully, a
green ‘REFUND CREATED’ box will display. You can see all the details of the
refund created. A status will also appear ‘Waiting for consumer to provide their
account number’.
7 8 Once the refund has been successfully created in the Merchant’s Panel, the
following steps occur behind the scenes:
1. The consumer is sent an e-mail that informs them that a refund is in progress. In the
e-mail there’s a link, which directs them to Paytrail account where they enter their
account number in an IBAN format. The refund cannot be processed further until
the consumer has provided their account number. The status of the refund in the
Merchant’s Panel will display ‘Waiting for consumer to provide their account
number’.
2. When the consumer has provided their account number, a deduction process will be
initiated where the refund amount will be deducted from your upcoming settlement.
Before the refund is deducted from the upcoming settlement, the status of the
refund in the Merchant’s Panel will display ‘Preparing settlement’. For example, if
you are to receive a 900€ settlement and there is a 400€ refund in progress, the
400€ refund will be automatically deducted from it. You will receive the remaining
500€ in your settlement.
3. When the refund has been marked in the system as deducted from the settlement, it
can no longer be cancelled. The ‘Cancel refund’ button found in the ‘Browse
refunds’ tab is no longer available. The status of the refund displayed at this stage
is displayed as ‘Settlement in progress’.
4. The refund to the consumer begins at this stage. When the amount to be refunded
has successfully been deposited into the consumer’s account, the consumer is sent
an email notifying them. The status of the refund in the Merchant’s Panel will display
‘Refunded’.
BROWSING AND CANCELLING REFUNDS – using
E1 interface
1. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and then click on
‘Refund archive’. Select the browse criteria and click ‘Search’. You will see all the
refunds and their associated status. Select the refund you want to see.
2. There may be several refunds relating to one payment. If you wish to cancel a
refund you have made, click the 'Cancel refund' button. You can cancel a refund
until the point when the refund has proceeded to the 'Settlement in progress'
status. From this point onward, the 'Cancel refund' option is no longer available.
9 10 DISCOUNT/OPEN REFUND – using E1 interface
There may be instances where you decide to give the customer a discount on an
item or on their total order or credit them for shipping charges. For example, if the
customer bought an item and found a defect in it or there’s a delay in shipping time.
1. Start refund. Log in to the Merchant’s Panel. Click on the ‘Payments’ tab and find
the payment you want to make a refund to.
2. From the ‘Menu’ section, click ‘Create a refund’.
11 3. Review/change refund details. In the ‘Create Refund’ section, the email address
that the consumer provided when they made their payment will display. If it is
correct, nothing needs to be done. However if changes are needed, do so now.
Click 'Add a row'.
4. This creates a new refund row where a description about the refund can be entered
as well as the amount. Click ‘Continue to preview’.
NOTE: The added refund row must always include some tax rate related to the
payment.
5. Preview refund details. In the ‘Preview’ section, you will see the details of the
refund you are about to make. Should you need to make any changes, click ‘Edit
Refund’ and you will be taken back to the previous section. If the details are
correct, click on ‘Approve refund’.
6. Refund created successfully. When the refund has been created successfully, a
green ‘REFUND CREATED’ box will display. You can see all the details of the
refund created. A status will also appear ‘Waiting for consumer to provide their
account number’.
12 13 Once the refund has been successfully created in the Merchant’s Panel, the
following occurs:
1. The consumer is sent an e-mail that informs them that a refund is in progress.
There is a link in the e-mail, which directs them to Paytrail account where they need
to enter their account number in an IBAN format. The refund cannot be processed
further until the consumer has provided their account number. The status of the
refund in the Merchant’s Panel will display ‘Waiting for consumer to provide their
account number’.
2. When the consumer has provided their account number, a deduction process will
be initiated where the refund amount will be deducted from your upcoming
settlement. Before the refund is deducted from the upcoming settlement, the status
of the refund in the Merchant’s Panel will display ‘Preparing settlement’. For
example, if you are to receive a 900€ settlement and there is a 400€ refund in
progress, the 400€ refund will be automatically deducted from it. You will receive
the remaining 500€ in your settlement.
3. When the refund has been marked in the system as deducted from the
settlement, it can no longer be cancelled. The ‘Cancel refund’ button found in the
‘Browse refunds’ tab is no longer available. The status of the refund displayed at
this stage is displayed as ‘Settlement in progress’.
4. The refund to the consumer begins at this stage. When the amount to be
refunded has successfully been deposited into the consumer’s account, the
consumer is sent an email notifying them. The status of the refund in the Merchant’s
Panel will display ‘Refunded’.