Issuing a Refund

Learn how to issue a refund from a specific order

You can issue a refund right in the Merchant Portal or via BlueSnap's APIs.

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Same-Day Refunds

For card and ACH transactions, if you issue a refund the same day as the initial transaction, the transaction is a void, rather than a refund.

Issuing a Refund in the Merchant Portal

  1. In the Merchant Portal, go to Transactions > Issue Refund.

  2. Enter the Reference Number, then click Go. If you do not know the reference number, you can obtain it using the shopper's information. Refer to Finding an order.

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  1. Set the refund amount.

    By default, the refund is set to the full amount of the original transaction; you can change the amount if you prefer to issue a partial refund. You can also issue multiple refunds to the same order, up to the maximum refund amount.

    Any taxes charged on the initial transaction are refunded based on the calculation from the original transaction and cannot be changed.

  2. (Optional) If you want to issue a refund on a subscription order, but you do NOT want to cancel the subscription, ensure that this checkbox is NOT selected:

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  1. (Optional) Select a Refund Reason and enter a description of the reason.

  2. Verify that all the information is correct.
    IMPORTANT: Make sure the refund order is correct before clicking Process Refund.
    After you click this button, the action CANNOT be undone.

  3. Click Process Refund.
    After the process is complete, "Refund completed successfully" displays at the top of the page.

Dual Control Mode

Dual control mode is designed for merchant refund protection. With this mode, a refund request must be approved by a second user before it can be processed. This functionality is only available if there is more than one user under the merchant account.

Steps

  1. Turn on/off the Dual Control for all users through the merchant admin account.
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  1. Refund requests will be displayed on the review table before they are approved. If the request is pending, under Order Flow Log > Action Description it will display: "Refund request is waiting for 2nd approval."
  2. A second user (different from the one who initiated the refund request) can review the refund request by clicking on the Review button to check transaction details.
  3. After the second user reviews the transaction details, they can approve or decline the refund request. If the request is approved, the shopper will be refunded. If the refund request is declined, no refund will be issued.

Note: We support batch approve/decline. You can approve/decline multiple refund requests at once by selecting the corresponding checkboxes on the left of each request.

  1. All refund requests will be visible under the Completed tab after being approved or declined.

Issuing a Refund via the BlueSnap APIs

If you are using either of BlueSnap's APIs, you can process a refund by sending a refund request for a specific transaction or order.

For complete details, refer to:

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Colorado Delivery Fee

Per Colorado tax law, the Colorado delivery fee is not refundable except for cancelled, chargeback or voided transactions. This includes the tax portion except in the case of certain chargebacks.

Refund Operating Account

A refund operating account is an account with funds that are set aside (not paid out) to enable you to issue refunds even when your account balance is low. Your refund operating account balance accrues from sales, and once your refund reserve amount is met, all additional sales are applied to your next payout.

You may modify your refund operating account amount at any time. If you increase the amount, a portion of your available payout funds are held to increase the refund operating account balance to the newly defined amount. If you decrease the amount, the leftover balance is added to your next payout.

Note: If your refund operating account balance results in insufficient funds to generate a payout, you do not receive a payout and no payout notification is sent.