To issue a refund, you can submit a request for a refund to be processed by our accounting team.
Go to Workspace > Transactions & Invoices > Transactions. Locate the transaction, then under the Initiate Refund column, click on the icon. You will be prompted to enter the refund amount. To see the status of the refund, under the account name menu go to Account > Refund Status.
If your submission for a refund comes in with 1-3 hours after the transaction there is a good chance we can just void it. After that, the money is locked down and has begun the transfer process and we are unable to touch it. At this point we will front the money for the refund and then charge you the refund amount on your next invoice.
After we have submitted the refund on your behalf we will send you a confirmation then you can delete the transaction from your account. You will then be able to confirm the completed status of the refund and download a receipt for the refund on the Refund Status grid.