Skip to main content
Online Payments
Issuing refunds for online payments

Issuing refunds for online payments

Our handy guide will walk you through the steps to refund a customer for payment taken through the virtual terminal, Pay by Link, or our hosted payments pages.

The Virtual Terminal is where you can process refunds.

Refund a specific transaction

  1. Find the transaction you wish to refund
    If you know the order number, select ‘Return’ on the virtual terminal homepage. Enter the order number and the transaction page will open.

    If you don’t know he order number, head to ‘Reports’ > ‘Transactions’ > and filter as appropriate to locate the transaction you want to refund. Open the transaction page by selecting the order number.
  2. Confirm the amount to refund
    Refund the full amount or you can edit the value to be refunded to a lower amount.
  3. Complete the refund
    Press ‘Continue', review and ‘Submit’ the transaction. The transaction results page will say ‘Approved’ if the refund has successfully been processed.

Was this article helpful?

Can't find the help you need?

Online chat for our existing customers

If you can’t find the answer in our articles, or need more help, you can chat to us online. 

We're open Monday to Saturday 8am to midnight and Sunday 9am to 5pm (bank holidays may vary).

New customers

If you have a question about Tyl or want to get a quote, we’re open Monday to Friday 9am to 5pm (except bank holidays).

0345 901 0001

To contact us using Text Relay, add 18001 before any of our phone numbers.