Refund payments

You can refund a payment in full or in part, and make several partial refunds.

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Double-check refunds

You can't change a refund after you make it.

Refunds settle like payments, so they can take a few days to reach the customer's card statement. BillPro refunds to the card that made the payment. If the customer made several payments, refund each one separately.

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Prefer full refunds

To resolve a complaint, make a full refund. If the customer also raises a chargeback, a full refund matches it, which makes the dispute faster to resolve.

Refund a payment

1. Open the order and click the Billing Events tab.

2. Select the collected billing event to refund, and click Refund.

   

3. Check the Amount. It starts at the amount you can still refund. Lower it for a partial refund.

4. Click Refund. BillPro refunds the customer's card.

   

5. Repeat for any other payments. You can refund up to the full amount paid.

6. To stop collecting recurring payments too, click the … menu on the Order Summary and select Mark as Complete, or Cancel Order for a subscription.

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Failed refunds

A refund usually fails because the issuing bank blocked it, the card was blocked or replaced, or a fraud alert was triggered. If a refund fails:

• Ask the customer to contact their bank.
• Refund them manually by bank transfer.

See refunds

Expand the billing event on the Billing Events tab. Refunds have the type RF.

The Summary tab shows the total under Refunded, and the Order Logs tab records each refund. Refunds also appear in Payments › All Processed.

BillPro emails the customer a refund confirmation. See Purchase and refund confirmation. The link in the email opens the order portal, where the customer can see their order and billing history.

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Refunds outside BillPro

Make refunds for BillPro payments in BillPro. A refund made outside BillPro appears on the Billing Events tab, but not in the Order Logs.