---
title: "Cancel or refund a payment"
description: "Learn how to cancel or refund a payment in your Customer Area."
url: "https://docs.adyen.com/franchisees/cancel-or-refund-payments"
source_url: "https://docs.adyen.com/franchisees/cancel-or-refund-payments.md"
canonical: "https://docs.adyen.com/franchisees/cancel-or-refund-payments"
last_modified: "2026-09-02T12:56:58+02:00"
language: "en"
---

# Cancel or refund a payment

Learn how to cancel or refund a payment in your Customer Area.

In your [Customer Area](https://ca-live.adyen.com/), you can cancel or refund a payment from the **Payment list**.

## Requirements

Before you begin, take into account the following requirements.

| Requirement                                         | Description                                                                                                                                             |
| --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Integration type**                                | You must be onboarded as a franchisee by your franchisor. For more information, see [Onboarding](/franchisees/onboarding).                              |
| [**Customer Area roles**](/franchisees/users#roles) | To cancel a payment, you must have the following role: **Cancel payments**. To refund a payment, you must have the following role: **Refund payments**. |

## How it works

Whether you cancel or refund depends on the [payment status](/franchisees/payments-lifecycle). If the status is **Authorised**, you cancel the payment. If the status is **SentForSettle** or **Settled**, you refund it.

## Cancel or refund a payment

To cancel or refund a payment:

1. Log in to your [Customer Area](https://ca-live.adyen.com/).
2. Go to **Payments** > **Payment list**.
3. Find and select the PSP reference of the payment. The **Payment details** page opens.
4. If the payment can be canceled or refunded, the **Cancel** tab or **Refund** tab appears. Select the relevant tab.
5. For a refund, in the **Refund amount** box, enter the amount to refund. You can enter the full authorized amount or a partial amount.
6. Select **Cancel payment** or **Refund payment**.
7. Select **Confirm**.

The payment status updates in the **Payment list**:

* For a cancellation, the status changes to **Cancelled**.
* For a refund, the status changes to **SentForRefund**, then **Refunded** when the financial institution confirms.

When you cancel a payment, the full authorized amount is always canceled.

## Find your refund letters

To find a refund letter:

1. Log in to your [Customer Area](https://ca-live.adyen.com/).
2. Go to **Payments** > **Payment list**.
3. Select the PSP reference of the refund.
4. On the **Payment details** page, select the **Refund letter** button.

Refund letters are only available for some payment methods, for example Visa and Mastercard.

When a shopper asks about a refund, send them the refund letter as proof. They can share it with their financial institution to help locate the funds.

## See also

* [Manage disputes](/franchisees/manage-disputes)
* [Look up payments](/franchisees/look-up-payments)
* [Notifications](/franchisees/notifications)