Refunds and disputes
Choose the permitted action for the original payment, follow a refund to its result and respond to disputes using the case notice. Keep every action linked to the purchase and its account adjustment.
Operations teamsBefore you begin
- The original payment and related operation references
- Permission for the action you need to take
- The customer request, remaining refundable amount and any open dispute
On this page
Choose the action for the payment stage
| Current position | Action to check |
|---|---|
| Open authorization | Check whether an authorization reversal is supported for the current authorization. A reversal and a refund have different purposes. |
| Capture or credit awaiting processing | Check whether a void remains available for that operation. Eligibility depends on its current processing stage and the assigned connection. |
| Captured payment | Check whether a linked refund is permitted. Use the capture or sale reference and the remaining refundable amount. |
| Open dispute | Read the case instructions and check earlier refunds before taking a parallel action. Coordinate the response so the customer is not credited twice. |
A void is no longer available
Recheck the current operation and which actions are allowed next. Do not repeatedly submit a void after processing has moved beyond the eligible stage.
A hold remains after a void
Voiding a capture does not necessarily release the authorization hold. Check whether a separate authorization reversal is required and supported before describing the funds as released.
Track a refund through its result
Review the payment and case history
Confirm the original capture or sale, currency, earlier refunds, unresolved requests and any dispute. Agree which purchase and amount the refund addresses.
Check the amount still available
Use the confirmed refundable amount and account rules. Include pending or uncertain refund attempts when deciding how much can safely be requested again.
Submit one permitted action
Use the linked payment reference and authorized account access. Keep the returned refund or operation ID, requested amount and submission time.
Confirm and communicate the result
Record whether the refund completed, failed or remains pending. If the response is lost, investigate that operation before repeating it. Give the customer the verified status and only the posting timeframe confirmed for the account.
- Confirmed capture
- Start with the confirmed captured amount for the payment and currency.
- Refunds already committed
- Account for completed refunds and unresolved or reserved refund amounts before submitting another action.
- Available for a new refund
- Use the account’s confirmed refundable amount and limits. A reservation in your application protects against concurrent requests; it is not a separate balance held by the payment service.
For platforms handling concurrent refunds
Reserve pending amounts in one atomic operation before submitting a refund, so concurrent requests cannot use the same remainder. Resolve uncertain outcomes before releasing a reservation. Investigate a negative remainder instead of hiding it by setting it to zero.
A refund is still pending
Keep its original reference. Check the assigned processing record or contact support. A successful submission response does not by itself establish final completion or customer receipt.
The refund stays linked to the original payment, with a recorded amount, reference and verified result.
Respond to the dispute notice
- 01 · NoticeIdentify the casePayment, reason and deadline
- 02 · ReviewCheck the purchaseRelevant evidence and prior refunds
- 03 · ResponseConfirm submissionCase response acknowledgment
- 04 · OutcomeTrack the decisionFurther requests and account adjustments
Read the case notice
Match the case and payment references. Record the reason, current stage, response deadline with its time zone, and the action requested.
Review the purchase and prior credits
Check the order, fulfillment or access records, customer communication and refunds already issued. Decide how to respond under the case instructions.
Submit the relevant response
Provide evidence that addresses the stated reason in the required format. Confirm the response was submitted and retain its acknowledgment; an uploaded or saved file is not proof of submission.
Follow the case to its outcome
Track further requests, the decision and related account adjustments. Keep later credits or debits connected to the case and their reporting period.
The purchase has already been refunded
Retain the refund reference, amount and confirmed result with the case. Follow the notice and support instructions before issuing any further credit.
The response receipt is missing
Check the record of the response submitted for the case or contact the case team before the deadline. Keep the case open until the receipt or required next action is confirmed.
Match refunds and disputes to account adjustments
| Record | What to check |
|---|---|
| Refund | Match its operation reference, amount and result to the original payment and the report where it is deducted. |
| Dispute debit or credit | Keep the case reference with each financial adjustment. A case decision and its accounting entry may arrive separately. |
| Funding period | Use the actual report membership. A later refund or case adjustment may affect a different payout from the original sale. |