Partial Refunds Quick Start Guide

Download Quick Start Guide here.


  1. User Permissions
  2. Searching for a Transaction
  3. Refunds
  4. Minimum and Maximum Transaction Amounts
  5. Reports

1  User Permissions

  1. Any User with permission to perform refunds is automatically granted permission to perform partial refunds.
  2. To grant permission to perform refunds, navigate to View Users within the Admin tab and select a User.
  3. Under User Privileges, tick Refunder.
  4. The Refund option will now be visible when the User searches for a transaction. Please refer to the User Guide and Video Tutorials for further guidance.

2  Searching for a Transaction

  1. It is now possible to search for transactions from all debit and credit card payment sources within Callpay.
  2. The Search Criteria will default to ‘All’ within Transaction Source, however it is still possible to search for transactions from specific sources e.g. Callpay, allpayments, IVR.
  3. After entering the Search Criteria, click Search to view the results.
  4. Select the transaction to perform a refund for by clicking View.

3  Refunds

3.1       Step 1 - Requesting a Refund

  1. Once the transaction for the refund has been located using the Search facility, click Refund.
  2. If the full transaction amount has already been refunded, the Refund box will be disabled (greyed out).

Note: this will not refund thetransaction at this stage, pleaseuse Step 2 to process the refund

3.2       Step 2 - Perform a Refund

  1. The Refund Amount field is pre-populated with the amount available to refund.
  2. It is possible to manually enter the amount to refund in this field. Please see the ‘Minimum and Maximum Transaction Amounts’ section below for details on the value that can be refunded
  3. Click Confirm Refund to continue the process.
  4. A confirmation screen is displayed to confirm the refund was completed successfully; a Transaction Reference is also provided.
  5. Select Finish to return to the Search Criteria.
  6. Select Receipt to open the receipt.

3.3       Step 3 - Receipt

  1. The receipt opens in a pop-up window.
  2. The receipt confirms the Amount refunded.
  3. The Scheme Code Description is included as the Description on the receipt.
  4. Contact information related to the organisation from whom the refund has been taken from is detailed at the bottom of the receipt.
  5. It is possible to print the receipt using the button at the top of the receipt, or email the receipt by entering the Customer’s email address and selecting Email Receipt.
  6. Once complete, select Close Window.

3.4       Step 4 - Additional Refunds

  1. To perform another refund against the same transaction, follow steps 1 and 2 again.
  2. The Transaction Refund History will now display the previous refunds for this transaction, in descending order by date.
  3. Up to 10 records can be returned on one page, further records can be found by clicking on the additional page numbers.
  4. The Refund Amount will pre-populate with the remaining amount to be refunded, after the previous refund has been completed.
  5. It is again possible to manually enter the amount to be refunded in this field, before clicking Confirm Refund.

4  Minimum and Maximum Transaction Amounts

  1. The Minimum Amount to refund is £1.
  2. The User is prevented from performing a refund when the amount entered would leave the remaining amount below the minimum transaction value for the scheme code. E.g. £22.50 transaction value and £22.00 to be refunded would be prevented as this would only leave 50p remaining in the transaction.
  3. The Maximum Amount to refund is the total amount of the transaction.
  4. When the Total Payment Amount of the transaction has been refunded, a message will appear in the Transaction Details to confirm that “No further refunds can be made against this transaction” and the Refund Amount field will be greyed out.

5  Reports

  1. As with the transaction search, it is possible to create reports based on the different Transaction Source.
  2. The User ID section is only active when Callpay is selected within the Transaction Source.
  3. The reports will display a Source column and a Client ref column.
  4. All refunds, including partial refunds, are displayed in the Refunds section of the report, and are included in the Credits Summary at the end of the report.