Understanding refunds and reversals

What this guide covers

Use the event history to distinguish a post-completion refund from a cancellation, void, or automatic reversal. Work through each step in order, preserve safe reference details, and stop before repeating an action if the original result is still unclear.

Step-by-step

1. Confirm the original transaction status and whether it reached a completed state.
2. Review which action is available: a void or cancellation may stop an unsettled operation, while a refund typically follows completion.
3. Choose full or partial value only after checking the order record and prior adjustments.
4. Record the resulting reference and monitor its status separately from the original payment.
5. Tell the customer that appearance on their statement depends on the payment method and financial institution.

Troubleshooting

• If an action is unavailable, check the original status and your role permissions.
• If the adjusted amount is wrong, stop further actions and reconcile all related records.
• If the customer cannot see a completed refund, share the safe reference and advise them to check with their institution.

If the result changes after a check, record what changed and the exact time. That detail is often more useful than repeating every step.

Before contacting support

Prepare the smallest set of information needed to explain the issue. Redact passwords, one-time codes, API keys, authorization headers, CVVs, full card numbers, and full bank account details.

• Original and adjustment transaction IDs
• Amounts and timestamps
• Reason for the adjustment

State the expected outcome, observed outcome, current impact, and whether the issue is ongoing or intermittent.