Refunds, voids and cancellations

There are three ways to reverse a payment in Paysio, and which one you use depends on the state of the payment. All of them start from the transaction's detail page. See Transaction details.

The three options at a glance

• Void. Cancel a charge that has not settled yet. No money ever leaves the customer.
• Refund. Return money on a payment that has already settled.
• Cancel order. Cancel the whole order and, if you want, refund or void the payment in one step.

Paysio only shows the options that apply to a given payment, so you will not see Refund on a payment that has not settled, or Void on one that already has.

Voiding a payment

When a card is charged, the money is first authorized, then settles a little later. While a payment is still in that pending, not-yet-settled state, you can void it:

1. Open the transaction.
2. Click Void payment.
3. Confirm.

Voiding releases the authorization, so the customer is never actually charged. Because nothing settled, there is nothing to return and no processing fee. Void is not available for Paysio Debit payments.

Issuing a refund

Once a payment has settled, use a refund to return the money to the customer's original card or bank:

1. Open the transaction.
2. Click Refund payment.
3. Confirm.

This returns the full remaining amount. Processing fees may still apply, and a refund cannot be undone.

For Paysio Debit payments, the refund opens an amount field, so you can enter a smaller amount for a partial refund.

Cancelling an order

Cancel order is the all-in-one option, useful when you cannot fulfill an order:

1. Open the transaction.
2. Click Cancel order.
3. Pick a reason, and optionally write a note to the customer.
4. Choose whether to refund the payment (or void it, if it has not settled).
5. Choose whether to email the customer.
6. Confirm.

This marks the order cancelled and, if you chose to, returns the money.

When the customer gets their money back

A void means the customer was never charged, so there is nothing to wait for. A refund typically takes a few business days to appear on the customer's statement, and the exact timing depends on their bank.

What it does to your numbers

• A refund shows on the transaction as a Refunded amount, and the payment's status becomes Refunded. A voided or cancelled order shows as Cancelled.
• The money going back appears in your Transactions as a money-out entry, and your Balance and Analytics update to match, so your reporting stays accurate.

A note on disputes

A refund is something you choose to do. A dispute (or chargeback) is started by the customer's bank and is handled differently. See Disputes and chargebacks.