If you have submitted a refund and the amount is wrong or the payment was refunded incorrectly, please know that you must go through the merchant provider (Till/Nuvei for credit cards and ACHQ for ACH payments; unless you are on CardConnect for one or both) to cancel the refund.
For a credit card refund to be canceled by the merchant provider, the refund should not have been processed as a chargeback. See this article about chargebacks for more information.
In some instances, the refund will not be able to be canceled. In that case, or if you would rather skip the cancellation process, you can do the following:
Create a new charge for the customer equal to the refund amount to recover the funds.
Reprocess the customer's payment or have the customer pay the charge again.
NOTE: Canceling a refund normally takes 7 to 10 business days, but can take longer in some situations.
If you wish to proceed with canceling the refund, please provide the following information via chat:
Customer Email Address
Refund Amount
Refund Date
Last 4 digits of card (for credit cards)