Sometimes a client changes their mind, a billing mistake slips through, or you agree to a partial credit. You can refund any payment taken through Mastermind Business Hub without leaving the hub, in full or in part.
Before you start
Refunds work for payments taken through Stripe, PayPal, Authorize.net, and NMI, including Apple Pay, Google Pay, and card payments. The money goes back to the same card or account the customer used.
You can refund one-off payments and the first payment of a subscription. Later recurring charges from a subscription cannot be refunded from the hub.
Anyone with access to Payments can issue a refund. There is no separate refund-only permission yet.
Steps to issue a full refund
In the left menu, go to Payments.
Open the Transactions tab.
Find the payment you want to refund. Use the search or filters if you have a lot of transactions.
Click the three dots beside the payment.
Click Refund.
The refund window opens with the full amount already filled in. Leave it as is for a full refund.
Add a note if you want a record of why (optional). Notes are internal only; the customer does not see them.
Confirm the refund.
Steps to issue a partial refund
Follow the same steps, but in step 6 change the pre-filled amount to the value you want to return. The amount must be less than the original payment.
You can issue more than one partial refund on the same transaction, as long as all the refunds together do not exceed the original amount. For example, a $500 payment could be refunded $200 now and $300 later.
Checking a refund went through
Open the transaction and look at its details page. Both successful and failed refund attempts are listed there, along with any notes you added.
To see all refunded payments at once, use the filter on the Transactions table.
Refunds usually take four to six business days to show in the customer's account. The exact timing depends on the payment provider and the customer's bank, so let the client know it will not be instant.
Tips
Full refunds suit cancellations, billing errors, disputes, and returns.
Partial refunds suit pricing corrections, a discount agreed after purchase, a partial return, or a goodwill gesture.
Always add a short note. Three months from now you will be glad you wrote down why the refund happened.
Troubleshooting
Authorize.net error: "The referenced transaction does not meet the criteria for issuing a credit." This is a rule on the provider's side. Authorize.net only allows refunds once 24 hours have passed since the original payment. Wait and try again.
A very old transaction will not refund. Each payment provider has its own time limit for refunds. Check your provider's policy for older payments.
Is there a daily refund limit? The hub does not set one, but your payment provider might. Confirm with them if you need to process many refunds at once.
The refund shows as failed. Check the transaction details for the reason, confirm your payment provider account has enough balance to cover the refund, and try again.
Still stuck? Open the chat widget in the hub and our support team will help.