How to Issue a Refund

Refunding a transaction could be useful if there is a duplicate or fraudulent payment. Pay Theory makes this process easy for you!

Where to Go:

1. Log into your Pay Theory account.

2. Go to the “Payments” section of your dashboard.

3. Use the filters or search bar to find the correct payment.

   1. For a detailed look at using the filter button, see the video above.

How to Refund the Payment:

1. Select the payment.

   1. A “Payment Details” side sheet will appear.

2. Select the “Issue Refund” button.

3. In the “Amount” textbox, type the amount of money that you would like to refund.

4. Select the reason for the refund with the dropdown.:

   1. “Requested by Customer”

   2. “Fraudulent”

   3. “Duplicate”

   4. “Other”

5. Further explain the reason in the textbox below the dropdown.

6. Select the “Refund” button.

   1. A new page will appear.

7. Double-check that the email address already associated with the payment is the correct one for the refund receipt. If not, you can change the email address.

8. Select the “Send” button.

9. A “Refund Successful” notification will appear.

Need Help?

If you run into any issues, please send Pay Theory a message directly to the email [email protected] or submit a ticket at https://www.paytheory.com/contact and we will be happy to assist you.