{"title":"Cancel or refund a payment","category":"default","creationDate":1788346618,"content":"

In your Customer Area<\/a>, you can cancel or refund a payment from the Payment list<\/strong>.<\/p>\n

Requirements<\/h2>\n

Before you begin, take into account the following requirements.<\/p>\n\n\n\n\n\n\n
Requirement<\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
Integration type<\/strong><\/td>\nYou must be onboarded as a franchisee by your franchisor. For more information, see Onboarding<\/a>.<\/td>\n<\/tr>\n
\n Customer Area roles<\/strong>\n<\/a><\/td>\nTo cancel a payment, you must have the following role:
Cancel payments<\/strong>.
To refund a payment, you must have the following role:
Refund payments<\/strong>.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

How it works<\/h2>\n

Whether you cancel or refund depends on the payment status<\/a>. If the status is Authorised<\/strong><\/span>, you cancel the payment. If the status is SentForSettle<\/strong><\/span> or Settled<\/strong><\/span>, you refund it.<\/p>\n

Cancel or refund a payment<\/h2>\n

To cancel or refund a payment:<\/p>\n

    \n
  1. Log in to your Customer Area<\/a>.<\/li>\n
  2. Go to Payments<\/strong> > Payment list<\/strong>.<\/li>\n
  3. Find and select the PSP reference of the payment. The Payment details<\/strong> page opens.<\/li>\n
  4. If the payment can be canceled or refunded, the Cancel<\/strong> tab or Refund<\/strong> tab appears. Select the relevant tab.<\/li>\n
  5. For a refund, in the Refund amount<\/strong> box, enter the amount to refund. You can enter the full authorized amount or a partial amount.<\/li>\n
  6. Select Cancel payment<\/strong> or Refund payment<\/strong>.<\/li>\n
  7. Select Confirm<\/strong>.<\/li>\n<\/ol>\n

    The payment status updates in the Payment list<\/strong>:<\/p>\n