Refunds

The process for refunding payments depends on the payment gateway integrations.

Some gateways support refunds initiated from RCM; others require you to refund in the payment provider's portal and then record/approve the refund in RCM.

Before issuing refunds, check your payment gateway documentation — refunds may be subject to provider rules, fees and processing times.

Refund an order

To refund an order from RCM use the Payments tab on the order view. The exact workflow depends on whether your gateway supports automatic refunds.

Open the order and go to the Payments tab.

Locate the transaction you want to refund and click Refund to open the refund screen.

Enter the refund amount (partial or full) and any required reason or notes.

If the gateway supports automatic refunds, select Approve refund to process it. RCM will update the order and transaction records.

If the gateway does not support automatic refunds, perform the refund in your payment provider's portal, then manually approve the refund in RCM so the order status and records reflect the change.

Verify the refund appears on the Payments tab and check the order status and notifications to confirm completion.

Warning: Refunds can take several days to settle and may be subject to fees. Keep any provider refund references in the order Notes for reconciliation.

Tip: Use the History or Notes tabs to record why a refund was issued and any external reference numbers — it helps accounting and support teams reconcile transactions.

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Refunds

Refund an order

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