Refund Policy

How do I refund a credit card transaction?

The original transaction settled within the last 120 days. (Issuing a linked credit) A linked credit is a credit or refund transaction that is linked to a charge transaction originally processed through Authorize.Net. By default, all Authorize.Net accounts require that credit transactions be linked to the original charge.

To issue a refund using the Quick Refund feature,

    please follow these steps:
  • Log into your Merchant Interface.
  • Click Transaction Search from the main toolbar.
  • Click Search for a Transaction in the main left side menu.

Select the desired dates to view from the drop down menu or search by credit card payment method or credit card number, customer first name, last name, or transaction ID number. Click Search. Click the Transaction ID for the transaction that you wish to refund. On the Transaction Detail screen that follows, click the Refund button. A pop-window appears. If you would like to issue a partial refund, adjust the Amount field. Optionally, you may add or update the Invoice # field for this refund, and enter something in the Description field. If you would like your customer to receive an email receipt for the refund, confirm the Customer Email field is present, and check the box labeled Email transaction receipt to the customer (if email provided). Click OK to submit the refund request. NOTE: You can also submit a refund via the Virtual Terminal. This option is ideal if the quick refund feature is warning you that the card you wish to issue a credit for is expired and the cardholder has provided a new expiration date for the same card.

When issuing a refund using the Virtual Terminal, you need the last four digits of the credit card as well as the expiration date. Entering a full card number may result in an error. The original transaction settled over 120 days ago. (Issuing an unlinked credit) An unlinked credit is not linked to a previous charge transaction processed through Authorize.Net and has no date or amount restrictions.

To issue a refund after the 120-day limit,

you have two options: Contact your Merchant Service Provider or acquiring a bank to learn what processes are available to issue refunds that do not utilize the Authorize.Net system. This varies with each acquirer. You can apply for Expanded Credit Capabilities (ECC), which bypasses the time frame and transaction restrictions in the Authorize.Net system. ECC is not a standard payment gateway account feature. Since ECC would allow you to issue a refund to any credit card or bank account, at any time, for any amount, ECC may increase the risk of fraud and, therefore, should only be requested if there are no other options for refunding your customers. It is important to note that you are responsible for ensuring that no unauthorized refunds are submitted. To apply for Expanded Credit Capabilities, please see How do I apply for Expanded Credit Capabilities (ECC)? Once your application for this optional feature has been approved, you can issue unlinked credits.

    To issue refunds using ECC:
  • a. Log into the Merchant Interface.
  • b. Click Tools from the main toolbar.
  • c. Click Virtual Terminal from the main menu on the left.
  • d. Choose Refund a Credit Card.
  • e. Provide the full credit card number and expiration date.
  • f. Additional required fields are indicated on the Virtual Terminal.
  • g. Please do not include the Transaction ID. This field must be left blank when issuing ECC refunds.
  • h. Click Submit. We have an Issuing Credits Guide that explains all relevant issues when processing credits.