How to process a refund

00:00: Here, we'll go through processing refunds on the Checkout.com Dashboard

00:04: To process a refund, you need the necessary permissions on the Dashboard especially

00:09: if you're not an admin or the account owner.

00:12: Enter your username and password to sign into the Dashboard.

00:16: You're now on the Dashboard Overview page.

00:18: To check user permissions, select the settings gear icon in the top right of the

00:22: page.

00:24: Then select settings from the drop down menu

00:27: Click on the roles and permissions tile.

00:30: Once there, click on the user's name and email. It'll also show the role.

00:35: Click the payments drop

00:36: down to see the permissions enabled section.

00:39: The refund payments option will show with a tick when enabled.

00:42: Now we've checked that permissions are enabled,

00:44: let's start the refund tutorial.

00:47: Click all payments on the left to navigate to the payments dashboard, where you can

00:51: search and manage transactions.

00:54: Enter the payment ID of the transaction

00:56: you want to refund in the search field.

00:59: Click the search icon next to the search bar to bring up the results.

01:03: Click on the result.

01:06: The original transaction needs to be captured successfully before it can be

01:10: refunded.

01:11: Click on the refund payment button on the right to begin processing the refund.

01:17: Confirm the refund amount, refunds can be either full or partial. A full refund

01:22: returns the entire captured amount to the customer; a partial refund returns only a

01:27: portion of it. Multiple partial refunds can be issued against the same transaction,

01:31: as long as the total doesn't exceed the original captured amount.

01:36: You can add a refund reference field if you'd like to have an identifier for this

01:40: refund.

01:41: Provide a short explanation for the reason for the refund.

01:46: Click refund payment to confirm and process

01:48: the refund transaction in the system.

01:51: A refund notification will pop up at the bottom of your screen.

01:55: Under payment

01:57: timeline, you can now view the refund attempt. If it doesn't appear right away -

02:01: refresh

02:02: the page. If you want proof of refund, click the refund PDF button.

02:07: Click the drop down arrow to view details,

02:09: here you'll see the Acquirer Reference Number for the refund attempt. A

02:13: successful status doesn't mean the customer received the money right

02:16: away - the final step is with

02:18: their bank. It usually takes 24 hours for a refund attempt to clear, and 5 to

02:23: 10 business days for it to appear in the cardholder's account - depending on the issuing bank.

02:28: Now you know how to process a refund on the Dashboard.