Refunds and cancellations

Know the difference

The transaction state and available account controls determine which action can be used. Always read the original event history before taking action.

• Cancellation or void: stops an eligible operation before normal completion when that action is available.
• Reversal: releases or undoes a prior authorization or movement through the processing lifecycle.
• Refund: returns all or part of a completed payment through a separate adjustment record.

Choose full or partial refund carefully

1. Confirm the original payment completed and verify the correct order.
2. Check for prior refunds, reversals, or disputes to avoid duplicate value.
3. Calculate the intended full or partial amount and document the business reason.
4. Complete the available workflow and save the resulting refund reference.
5. Track the refund separately from the original payment.

Track processing without promising a date

Refund display timing can vary by payment method, financial institution, processing route, weekends, and banking days. A recorded completion does not guarantee immediate appearance on a customer statement.

Provide the customer with a safe reference and accurate current status. Avoid exact delivery promises unless they come from confirmed transaction-specific information.

Resolve delays or mismatched amounts

• Compare the original payment ID with the refund or reversal ID.
• Verify full versus partial value and all prior adjustments.
• Check creation time, last update, and current status.
• Ask the customer to confirm the correct statement period and amount.
• Contact support before creating another adjustment when records look duplicated or inconsistent.

Prepare for support

Include original and adjustment IDs, exact amounts, timestamps with time zone, current statuses, the reason for the action, and a concise description of what appears wrong. Redact sensitive information from screenshots.