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Home > Taking payment  >  Refunds
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Attention: this video showcases a feature that has since been updated. Please check out the support article.
Refunds
Ideally, your customers won’t ask you for a refund. But if they do, issuing refunds in Ontraport only takes a few clicks.
You'll learn:
  • How to locate a contact’s purchases
  • How to quickly process refunds
  • Tips for issuing partial refunds
Instructor
Mattew Bixby
Refunds
Ideally, your customers won’t ask you for a refund. But if they do, issuing refunds in Ontraport only takes a few clicks.
You'll learn:
  • How to locate a contact’s purchases
  • How to quickly process refunds
  • Tips for issuing partial refunds
Course Instructor
Mattew Bixby
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Transcript
In an ideal world, no customer would ever request a refund. But hey, it happens — so make sure you’re ready to deal with it. I’ll explain what your options are in this situation and how to carry out refunds for your customers. 

Here’s how you’ll do it: 

  1. First, you’ll go to the contact’s Purchases tab.
  2. Second, select the transaction you want to refund.
  3. And last, just click “Refund transaction.”

Pretty simple. I’ll show you what it looks like in the app.

So, first, find the record for the contact you want to refund, like this. Then go ahead and click on the  Purchases tab on the left.  Now you need to pick the transaction you want to refund — that’ll be in the transactions subcollection. 

Use the checkmark to indicate the transaction you want to refund. When you do that, the actions that you can take will pop up. 

Click “Refund transaction” from that list of actions. Then hit “Okay” to confirm. Now you can see the status of “Refunded” for that transaction — that’ll tell you you did it right. 

You might be wondering how this process would be different if you want to process partial refunds. Currently, Ontraport does not support partial refunds natively. So, if you have a policy to refund, say, half a customer’s money if they’re outside the return window, you’ll have to go to your gateway and refund the partial amount there.  Then, in Ontraport, you’ll void the original transaction and you’ll log a manual transaction for the amount you’re not refunding. For more info on how that works, watch the lesson on “Manual transactions.”

At this point, all payment gateways except PayPal standard will attempt to process a refund. If you’re using PayPal standard, you’ll have to first refund through PayPal. Then log back into your Ontaport account and find actions to mark it as “refunded.” This will keep your bookkeeping nice and tidy. 

And that’s all there is to it, folks!

Awesome. Now you’re prepped to handle refund requests. We’ll move on to declines and collections — keep up the momentum and keep watching!
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