To issue a refund to a transaction via the Nuvei Merchant & Partner Portal, the merchant needs to be sure of the following:
- The refund function will only be applicable to Settled transactions made via the Hosted Payments Page, Payment Links, or any of the below terminals: PAX A920/A910s and PAX A80.
- Merchants can issue both Full and Partial refunds directly to the original payment card.
- Refunds cannot exceed the original purchase amount.
Once the refund is successfully settled, the portal will display all related transactions, including the original purchase and any associated refunds, for reconciliation.
- The refund function will only be available to certain roles within the Nuvei Merchant & Partner Portal, namely the Administrator, the Manager and the Refund Specialist.
- If you are unsure about how to create / change the roles of your staff member on the Nuvei Merchant & Partner Portal, please refer to the article here.
- Once the refund is initiated via the Portal, it will take 5 to 7 business days for the transaction to be reflected on the customer's bank account.
Navigate to the "Transactions" dashboard and click the "arrow button" at the end of the settled transaction that you wish to perform a refund for.
Once you're in the details of the settled transaction, click "Refund Transaction" on the top right.
Note: If you're trying to refund an unsettled transaction, you will still be prompted with the steps below. However, you will receive an error towards the end.
Enter the refund amount that you would like to refund to your customer. Note that the refund amount cannot exceed the original transacted amount. Once completed, enter the reason for the refund and click "Refund".
Click "Yes, Refund" to confirm the refund.
Once the transaction is successfully refunded, a new transaction will be generated on your transaction dashboard. The details of that particular will appear as "Refund" when checking out the details of the tranaction, together with displaying the details of your original transaction.