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Refund A Credit Card

With your ProPay Account you can process refunds on credit cards from which you have previously charged transactions.

  1. How do I refund a credit card?
  2. What is the fee to refund a credit card?
  3. How long will it be before the customer sees the refund?
  4. Can I refund more than was processed originally?
  5. What should I do if I am having trouble accessing the reports area?

1. How do I refund a credit card?

Refunding, or crediting, a credit card is a simple thing to do from your ProPay Account. However you need to have enough money in your ProPay Account to cover the amount to be refunded. Refunding a credit card costs $0.35.

If you don't have enough money in your ProPay Account to cover the refund, you can add funds easily. Just click the Transfer Funds tab and select Add Funds; or use the Process a Credit Card link to add funds from a credit card.

A quick note: if you refund a transaction on the same day you entered it (before 2:00 p.m. Mountain Time), the transaction will be voided (erased) and no fees will be charged. You will not be able to refund a pending transaction after the 2:00 p.m. deadline until after the transaction settles.

Once you have money in your ProPay Account to cover the transaction, you can refund the credit card.

To do so:

  1. Log into your ProPay Account.
  2. Click Completed or Pending (depending on the status of the transaction) under the My Reports heading on the right side of the page.
  3. Find the transaction to be refunded, and click the number next to it.
  4. Enter the amount to be refunded into the refund box.
  5. Click Submit and the refund will be processed.

We recommend you let your customer know that you will be refunding the credit card, so he or she knows what to expect.

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2. What is the fee to refund a credit card?

Refunding a credit card costs $0.35.

You will need to have the $0.35 in your account in addition to the amount that you want to refund.

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3. How long will it be before the customer sees the refund?

Normally the customer will see a refund within 2-3 days, though some banks will not show the refund as having been processed until the customer receives their next statement.

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4. Can I refund more than was processed originally?

No. You can only refund up to the amount that you have processed on that credit card. However, it is possible to submit a second refund on the same transaction. So you'll need to keep accurate records so you won't refund a customer more than you should.

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5. What should I do if I am having trouble accessing the reports area?

Download the most recent version of the web browser that you are using.

Users with older versions of Netscape (6.0 and earlier) or Microsoft Internet Explorer (5.0 and earlier) may be unable to access the reports area but can correct the trouble by downloading the most recent version.

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