How to refund payments to your customers
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How to refund payments to your customers
Are payment fees refunded as well?
How to refund payments to your customers
Follow our steps below to refund payments to your customers.
- Navigate to your Orders and select the order for which you want to instruct a refund.
- Click the Payment summary in the right panel.
- On the right side of the Payment summary page, click Refund
- Next, refund all or part of the payment by setting a percentage or total amount you want to refund. Finally, Click Refund.
On the same page, you can also Charge or Release security deposits.
When the payment has been made outside of Twice (e.g., in-store using cash), you need to manually refund the payment to your customer.
Twice makes automatic refunds only when the payment has been made through Twice's online checkout. However, to keep your reports up to date, you should mark the manual refunds also in Twice.
Warning: Once payment has been refunded, you can't undo the action.
If you wish to make sure that a past order has been refunded correctly, simply navigate to your Completed Orders(Orders -> Completed) and check the Payment summary.
Are payment fees refunded as well?
Online payment fees are always captured the moment a payment is made. Bear in mind that those fees are not refunded to you when you refund payments to your customers. It's good practice to have a refund policy in place.
For exampl:
A customer placed an order and paid 100 USD, a payment processing fee of 1 USD is deducted the moment the order is placed.
This means 99 USD of the customer's payment will be paid out to your bank account. If the full 100 USD are refunded to the customer, the 1 USD payment fee is still applicable.