Can't refund a payment
There's no Refund button
Likely cause: The payment didn't succeed, it's already fully refunded, or your role can't refund. Analysts and staff can't refund.
Check the status at the top of the payment. Declined, Canceled or Awaiting card means no money was taken, so there’s nothing to refund. If your role can’t refund, ask an owner, admin or manager.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
This payment is disputed: it cannot be refunded as well
Likely cause: The customer's bank has already taken the money back while it decides the dispute.
Answer the dispute instead. See Respond to a dispute. If you win, you can refund afterwards.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Your role can refund up to a limit at a time
Likely cause: A developer can make only small refunds.
Refund a smaller amount, or ask an owner, admin or manager to make the refund.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Only part of it is left to refund, or it has already been fully refunded
Likely cause: Earlier refunds on this payment add up to most or all of it.
Check Refunds on the payment’s page. You can refund only what’s left.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The payment paid for a point-of-sale order
Likely cause: A sale made at the till is refunded with a return, so the till and its cash drawer stay right.
Refund it with a return at the till.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The payment bought prepaid credit
Likely cause: A credit top-up is refunded as credit, up to what the customer hasn't used.
Open the customer under Customers and refund their unused credit there.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Your balance can't cover this refund
Likely cause: A refund is paid from your Tuppence balance. Most of it has been paid out to your bank, so what's left (money on its way to you included) is less than the refund takes.
Refund a smaller amount now, or wait until more payments have come in and refund the rest then. The message tells you what your balance has. To refund it all straight away, chat with us and we’ll help you add money to your balance first.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
A refund shows Failed
Likely cause: The customer's card couldn't take the money back. For example, the card account was closed.
The money stays in your balance. Ask the customer how they’d like to be paid back.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The customer hasn't seen the refund yet
Likely cause: Once a refund succeeds, the customer's bank decides how soon it shows on their statement.
Check the refund shows Succeeded under Refunds on the payment’s page. Then ask the customer to check with their bank.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.