XP Cloud:Issuing a Refund

X-Payments Cloud User Manual

1. X-Payments Cloud: General information
2. Get Started with X-Payments Cloud
3. Two-factor User Authentication
   • with the Google Authenticator App
   • with SMS/Text Messages
   • with Backup Codes
   • Add an Alternative Method
   • Change the Preferred Method
4. General Settings
5. Payment Configurations
   • Add a Payment Configuration
   • Payment Configurations List
     
   • View the Details of a Payment Configuration
     
   • Enable/Disable a Payment Configuration
     
   • Edit the Details of a Payment Configuration
     
   • Delete a Payment Configuration
     
   • Choice of Payment Configuration for a Payment
6. Services
   • 3D-Secure
   • KOUNT Antifraud Screening
   • NoFraud Fraud Prevention
   • Signifyd Fraud Protection
   • Apple Pay
   • Google Pay
7. Users
   • Add a New User Account
     
   • Users List
     
   • View a User's Account Details
     
   • Edit a User's Account Details
     
   • Change a User's Account Status
     
   • Manage User Permissions
     
   • Request Password Change for a User
     
   • Delete a User Account
     
8. User Interface
   • Customize the Payment Form Appearance
   • Translate or Edit the User Interface Text
9. Payments
   • Payments List
   • Payment Statuses
   • Search for Payments
   • View the Details of a Payment
   • Delete a Payment
   • Auth and Capture (Capturing Funds)
   • Void an Authorization
   • Issue a Refund
     
   • Manage High Risk Transactions
     
   • Emulate Transactions
     
   • Clear Cardholder Data
   • Tokenization and Re-Use of Saved Cards
     
   • Delayed Payment Feature
     
10. Supported Payment Gateways
11. What's New in X-Payments Cloud

Depending on the payment gateway you use, you may be able to refund payments received from your customers. Some payment gateways support only full refunds, whereas others support both full and partial refunds.

To issue a refund in X-Payments Cloud:

1. On the 'Payments' page, locate the payment for which you want to make a refund and open its details for viewing. The 'Payment details' page opens.
2. On the 'Payment details' page, locate the section for Refund actions:
   X-Payments 2.0 and later:
   
3. Click Refund.

Sometimes, even when the payment gateway supports refunds, you may not be able to issue a refund for some payment transactions. For example, if using Authorize.Net you cannot refund your customer before the payment transaction has been submitted for settlement. (For Authorize.Net transactions, funding takes place after settlement; before settlement, no money can be returned to the buyer since no money has yet been captured.) In such situations, an attempt to issue a refund of the payment via X-Payments Cloud will fail. To resolve this issue, in the case of a failed refund attempt, X-Payments Cloud will automatically attempt to void the initial transaction.

Attention Authorize.Net users:

1. To ensure the correct processing of Authorize.Net refunds, you need to make sure that the option selected in the "Expanded Credit Capabilities" setting in the payment configuration for Authorize.Net in X-Payments matches the respective setting in your merchant account. More information on Expanded Credit Capabilities (ECC) is available here: https://account.authorize.net/help/Miscellaneous/Pop-up_Terms/Expanded_Credit_Capabilities.htm