Only electronic (ACH/debit/credit card) payments made through your system using your Regpack payment processor, can be refunded or cancelled in our system, and only within 60 days of the initial charge. Only authorized payments can be cancelled. This is the ONLY way to refund electronic payments. Manual Refunds will not trigger a credit card refund.
If you need to refund an electronic payment after the 60 day window, please email firstname.lastname@example.org or contact your merchant provider for assistance!
To cancel an authorized payment, navigate to the user panel and click the 3 dots next to the authorized payment you want to cancel or amend under the “Payments” tab. Click “Cancel Payment” and follow the steps shown below:
To issue an electronic refund after the funds have been captured, navigate to the user panel and click the 3 dots next to the payment you want to refund under the “Payments” tab. Click “Issue refund” and follow the steps shown below:
Step by Step instructions:
To begin, make sure you are in the Users interface by selecting the “Users” tab located under the Regpack logo
Find the user you would like to process a refund for and click on their payments number (the middle of the three numbers).
Clicking on the payment id (PID) enables you to see additional information about the payment.Once here, select the four dots on right of the payment you are wanting to refund. For payments that are eligible for a refund you will see a red Issue Refund button.
In the “Amount” box, enter the amount you would like to refund (either full or partial refunds are allowed) and click the issue refund button. Also feel free to enter any remarks in the “Comment” box at this time.
The system will prompt you for an approval to make sure you really want to refund this amount. Once you approve, the system will do the action and the payee will receive the funds directly to the credit card or bank account that they used for the transaction.
Once confirmed, you will see this refund noted in their account.
If you are unable to process the refund, or have any other questions, please send an email to email@example.com.
Logging a Manual Refund
If you would like to refund a payment outside of Regpack, you can log the refund in the user’s profile to keep your accounting up to date.
Follow the instructions here to “Issue a Manual Payment” .
Navigate to the user you would like to log a refund for, and click “Process Payment”:
Then click “List Manual Payment”
You’ll navigate to the “Manual Refund” tab here:
You can either click “Refund Payment” next to the transaction you’d like to refund, or click “Enter Manual Refund Amount” to log a different refund amount.
Be sure to click “Issue Manual Refund” to log the manual refund.
How to Cancel or Refund Authorized Payments with Taxes or Fees Added
If a payment is made that includes taxes and/or fees, that payment can only be canceled and not refunded while it’s marked as “Authorized”. For the 24 hours where the payment is authorized but not yet approved and processed, you are limited to either cancel or capture payment, but not refund.
Once a payment is captured and marked “approved”, you can then electronically refund the payment.
If you cancel the payment with taxes or fees before it is marked approved, you can then reissue a new payment if needed.