Refund payments

Track, apply, or close refund records sent to the payment gateway for customer returns manually.

Refund payments screen lists the records of refund payments sent to the payment gateway for customers and allows you to apply these records. In a return process, first the return invoice is approved, then the customer's money is refunded via a refund record through the payment gateway; this screen is the money step of the process. It is used to apply pending refunds, review and retry error cases, or manually close records where the money was refunded by other means. The screen is intended for operations and finance teams tracking the monetary side of returns.

Only the application here goes to the payment gateway. Return invoices are approved on the Return invoices screen, not here.

Accessing the screen

• Click Payment & Checkout Engine › Refund payments from the left menu.
• Click the Refund payments shortcut under the Payment & Checkout Engine card on the homepage or product launcher.
• Click the Waiting refund lines or Failed refund lines card on the Payment & Checkout Engine › Overview page; the screen opens filtered by the relevant status.
• Click the Refund payments shortcut in the Quick access section on the OMS – Order Management › Overview page.
• If you do not see it in the menu, your account does not have permission for this screen.

Screen sections

From top to bottom:

1. Title: Refund payments and a brief description of the screen.
2. Filter area: date range, order number, and additional filters opened via Detailed filters. The bottom row contains the view toggle (By refund / By order), Clear, Detailed filters, and Filter buttons.
3. Toolbar: Per page selection, result count, permission badge if needed, sorting selection and Sort direction button, refresh button, and Columns menu.
4. List: refund records. Each row has an expandable trial or record table below.
5. Pagination: below the list.

Default on open

When opened from the menu or a shortcut, the list opens as a work queue:

• Refund date: last 30 days from today.
• Refund status: Waiting and Bug.

These values are visible in the filter area so you always see the applied filters. To see completed records, change the status selection and press Filter.

Filtering and searching

Values entered or selected in the filter area are not applied immediately. Press Filter or Enter in a text field to re-query the list and return to the first page. If there are unapplied changes, the Filter button is highlighted.

Filters checked in the Detailed filters menu are remembered in this browser; returning to the screen shows the same filters open. If the screen is opened with a pre-filled filter (e.g., from an overview card), that filter is shown even if unchecked. Unchecking a filter clears its value; press Filter to apply the change.

The Clear button clears all filter values including order number, customer first and last names, and immediately re-queries the list. Since date and status are also cleared, the screen returns to default (last 30 days, Waiting and Bug). The selected view and sorting remain unchanged.

View: By refund / By order

Use the toggle below the filter area to view the list in two ways:

• By refund (default): each row is a refund. Order lines belonging to the same refund are combined in one row.
• By order: refunds for the same order on the page are grouped under a parent row; records appear in an expandable table below.

Changing the view does not immediately refresh the list. A View changed warning and the message Press the Filter button to get results for the new view. appear; press Filter.

Sorting

Select Created date or Paid at from the toolbar sorting dropdown; toggle ascending/descending with the Sort direction button. Default sorting is newest to oldest by creation date. Sorting changes apply with the Filter button like filters. Sorting by clicking column headers is not supported.

List

The toolbar shows Filter result: … refund lines (by order line). This count is by order line unit: a refund covering multiple order lines counts once per line. Pagination is also by this unit, so the number of rows on a page may be less than the page size or total count.

Page size can be changed to 25, 50, or 100 via Per page and applies immediately. The refresh button reloads the list without changing filters.

Columns

Columns can be shown or hidden via the Columns menu; your selection is remembered in this browser. If you have permission, action buttons appear at the end of applicable rows (see Actions).

Trial table (By refund view)

Clicking the … trial button below the status badge expands a table below the row showing attempts made to the payment gateway for that refund; click again to close. Trials are sorted newest first. Tables are closed by default and close when filters, page, page size, or view change.

The … trial button is not shown if no attempts were made.

Record table (By order view)

In By order view, each parent row represents an order:

• Total, Refund total, and Interest are sums of the records on that page.
• Created date and Paid at are from the latest record.
• Status badge shows the overall status of the order's records (see Statuses).

Clicking the … records button below the status badge expands the refund records for the order. This table includes columns: Refund id, Created date, Refund status, Paid at, POS, Total, Refund total, Interest, Process ID, and Actions. To see attempts for a record, click its … trial button; attempts list below with the heading … record's attempts.

In By order view, apply buttons are in the Actions column of the record table, not the parent row. If a record cannot be applied, this column shows "—".

Grouping is only for records on the current page. If an order's records span pages, it may appear on multiple pages and totals reflect only that page's records. To see all records for an order, filter by Order no.

Actions

Refunds are applied individually; no bulk apply. Each application requires a separate confirmation dialog.

Buttons appear only if:

• Your account has refund application permission.
• The record status is Waiting or Bug. No buttons for Refunded, Manually refunded, or Store exchange / return statuses as no action is needed.

If you lack permission, an orange badge in the toolbar says You do not have refund application permission; records are view-only. and buttons are hidden. Buttons and badge briefly disappear while permission info loads.

Apply refund

Used to actually refund the customer's money via the payment gateway. This initiates a real money movement and cannot be undone.

1. Click the green checkmark Apply refund button at the end of the row (in By order view, in the record table's Actions column).
2. The A refund will be issued window opens. The order number and refund id appear under the title; verify you selected the correct record.
3. The window shows the warning: This operation initiates a real money movement and cannot be undone. Confirm after verifying the amount and order.
4. While Amount to refund is calculating, it shows Calculating amount… and the confirm button is disabled. The amount is recalculated each time the window opens based on all order lines covered by the refund; if different from the list, the window amount is authoritative. The number of Order lines covered is shown below.
5. After verifying amount and order, click Yes, refund. To cancel, click Cancel.
6. The button changes to Applying… and cannot be clicked again. Wait until the process completes.

Result: If successful, the window closes, a Request sent notification appears, and the list refreshes. You see the new status and trial result in the list.

If an error occurs: The error message appears inside the window and the confirm button remains locked. Since it is uncertain if the request completed in the background, you cannot retry from the same window. Close the window, refresh the list, and check the record's updated status and trials. When reopening, amount and status are rechecked; if already applied, confirm remains disabled.

Retrying a record in Bug status sends a new refund request to the payment gateway. Read the Message column in the trial table first; do not retry unless sure the previous attempt actually failed.

Mark as manually refunded

Used to close a record if the money was refunded outside the payment gateway (e.g., bank transfer). This does not send money anywhere; it only marks the record as paid.

1. Click the orange shield Mark as manually refunded button at the end of the row.
2. The Will be marked as manually refunded window opens. Read the warning: Manual marking does not send money anywhere; it only marks the record as paid. If money was not actually refunded, the record will be incorrectly closed.
3. Verify Amount to refund and Order lines covered.
4. Click Yes, mark manually.

Result: The window closes, a Request sent notification appears, and the list refreshes. The record status changes to Manually refunded and no apply button is shown. Error handling is the same as for Apply refund.

Confirmation window warnings

When permission info cannot be loaded

If an orange Could not load permissions badge and Retry button appear in the toolbar, your application permission could not be verified due to connection issues. This does not mean you lack permission, but apply buttons are hidden in this state. Click Retry.

Statuses

Refund status

In By refund view, if a refund covers multiple order lines with different statuses, the most critical status is shown: Bug first, then Waiting.

Overall status in By order view

The parent row badge derives from the statuses of the order's records on the page:

Common scenarios

• List is empty ("No records found"). By default, only last 30 days' Waiting and Bug records are listed; if your work queue is empty, so is the list. To see completed records, change Refund status filter or clear it, adjust date range if needed, and press Filter.
• No records found when searching by order number. Order number requires exact match and is limited by selected date range and statuses. Ensure full order number is entered, select a date range covering the refund creation date, and include completed statuses in the filter.
• Expanded date range causes "Something went wrong" error. Maximum 30-day range allowed. Narrow the range to 30 days or less and press Filter.
• No results when searching by customer name. First and last names require exact match; no partial or abbreviated searches. Search is limited by selected date range.
• Same refund appears on two pages or amount appears incomplete. Pagination is by order line; if refund lines span pages, refund appears on multiple pages. The Amount to refund in confirmation window always sums all lines, so no partial amount is sent. Increase page size or filter by Order no to see all lines together.
• No apply button on row. Record is not in Waiting or Bug status, or you lack permission, or permission info failed to load. The toolbar badge indicates which.

Related screens

• Overview (Payment & Checkout Engine)
• Return invoices
• Return requests
• Orders — details
• Using list screens