Refund Requests

Both basic and administrator users can process refunds for their business. However, administrator users can disable or enable this functionality for a basic user. As a basic user, you will need to contact your administrator to ensure you have this setting enabled. You can also review user account settings to check if you have the ability to process refunds. Follow the instructions below to begin the refund process.

Here is a helpful video to quickly get you started.

Disclaimer: The Refund button is only available when Settled Transaction is selected as a search criteria under Find a Transaction. 

Process a Refund

1. Search for the transaction you want to refund.
2. View the details for the transaction you want to refund.

Now that you have identified the transaction you want to refund, follow the steps below to complete the refund for the selected transaction.

1. Click on the Refund button at the top right corner.

The Self Serve Refunds popup appears.

1. Click on the field called Refund Amount ($), then enter the amount you want to refund in the field. 

Note:   This amount should be equal or less than the Merchant Settled Transaction Amount.  Review the Associated Transactions to ensure the correct amount is entered. The system will automatically subtract all previously refunded amounts for you.

1. Click on the Confirm refund button.

The Self Serve Refunds popup updates with a Moneris Service Center message, which indicates the refund process will credit the cardholder and debit the merchant.

1. Click on Submit refund to proceed.

The Self Serve Refunds popup updates with a confirm process message.

Note:     You can also choose to Edit refund or Cancel refund, 

1.  Click on the Submit refund button.

The Find A Transaction screen appears with the successfully submitted refund message at the top.

Note:     The View Details screen of the refunded transaction will display the Authorization Number. This is the confirmation of the refund processed should you need to reference it.

Edit Refund

You can choose to edit the refund that you are about to process.

1. Click on the Edit refund button. 
2. Re-enter a refund amount in the field called Refund Amount ($).

Note:     You can edit this refund amount to be lower but not higher than the settled transaction amount, as it would exceed the limit.

Cancel Refund

You can choose to cancel the refund process at any time.

1. Click on the Cancel refund button.

The Cancel refund popup will appears.

1. Choose one of the following:

• No, Go back button, will take you back to the Moneris Service Center message for the refund process.
• Cancel refund button, will take you back to the View Details page for the initial selected transaction you wanted to process the refund for.

Refund Button Disabled

The refund button is disabled on the transaction you want to refund, because of the following reasons:

• the merchant is not eligible for refund;
• the transaction is not eligible for refund.

The disabled refund button will display the following messages when you hover over the refund button:

Refund Button Not Displayed

If the refund button does not appear on the transaction you want to refund, this means the user is not eligible for a refund. The user will need to contact their administrator to update settings. You can also review user account settings to check if you have the ability to process refunds.

View Associated Transactions

The view details page of the selected transaction displays a section for associated transactions which only appears for transactions made by any credit cards, for the Interac card type. It displays all the details which are associated to the initial transaction.

The Associated Transaction section displays:

• Transaction Date
• Transaction Time
• Transaction Type
• Merchant Settled Transaction Amount
• Merchant Settled Transaction Currency
• Cardholder Transaction Amount
• Authorization Code
• Settlement Date