Issuing a credit card refund

If you have your own Latpay merchant account, refunds can be processed via logging into your account as follows. If you do not as yet have your own merchant account, please get in touch with us if you wish to process a refund.

To issue a credit card refund, log in to your Latpay account and follow these steps.

1. In the top menu, click 'Payment Manager'
   
2. Select 'Process Refunds and Cancellations'
   
3. Select your name from the merchant dropdown on the left and enter the date range on the right. If the transaction was within the last 20 or so minutes, select 'Please tick here to access your real-time transactions' 
   
4. Click search
   

You'll now see a list of transactions for the selected time period. If you see any in green, this means the bank has not settled the funds yet and you can cancel the transaction. If you see transactions in yellow, these funds have already been paid out from your clients bank to Latpay's and/or your bank account depending on your settlement dates.

To process the refund:

1. Select the box beside the transaction. 
   
2. On the bottom of the page, you'll see a next button. 
   
3. You'll now see the refund available. Leave as is or enter a different amount if offering a partial refund. 
   
4. Enter the reasons for the refund and click next. 
   

The refund will now be processed but can take 3-5 days to settle into your clients account.