Issuing a manual refund

You can issue refunds for all payment methods after they have reached the status CAPTURED or SETTLED. This topic deals with manual refunds only. For information about Webform refunds, see Webforms.

You can make refunds for any amount up to the original payment amount that has been captured or settled, but you do require a sufficient balance on your account in the Worldpay payment service. If one of these criteria is not met, the refund is not executed.

Note: Please note that a refund is immediately executed by our payment service and cannot be reversed.

There are two types of refund.

Refund information present - for some payment methods such as Visa, MasterCard, and American Express, and for some alternative payment methods, all information necessary to refund the payment is already present in our payment service
Additional information required - other payment methods, such as online banking and bank transfers, may require additional information to make a refund

Note: Refunds for some alternative payment methods cannot be completed online. If the refund button is not displayed for a payment, please contact customer support to complete the refund.

The payment service presents you with the appropriate refund method, depending on the payment method used by the shopper.

Refund information present

For payment methods where all required refund information is already available in the system:

Select Transactions from the left-hand menu and then click on Payments.
Select the Amount hyperlink of the required payment to display the Payments and Order Details screen. The maximum possible refund amount is displayed in the refund amount field. Now do one of these:
- Press Enter to execute the refund immediately without asking for further confirmation.
- Press Refund in the Refund section of the Payment Details window. A pop-up asks for confirmation. Click Yes.
For a partial refund, change the amount manually before pressing the Refund button.

Note: For details of refunding payments made using alternative payment methods, see the Refunding Alternative Payments guide.

Additional refund information required

For payment methods that require additional information:

Select Transactions from the left-hand menu and then click on Payments.
Select Amount next to the payment you want to refund. The Payments and Order Details screen is displayed.
Press the Refund button. This opens a ‘refund completion form’.
Fill in the country specific details, such as bank account number, bank code, branch code, bank name, bank address and beneficiary (shopper) name and address. Information that is already available in the Corporate Gateway payment service is presented in the form by default, but you can change it if necessary. The original order code, which will be shown as payment description on the shopper’s bank statement, is displayed in the Message field.

Note: The ‘refund completion form’ is not stored and therefore not retrievable via the Merchant Admin Interface. You are advised to make a printout of this form before confirming the refund.

Press the Refund button to confirm the refund. For a partial refund, you have to change the amount manually before pressing the Refund button.

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