To manage a payment, for example to capture or refund it, you need to:
- click on the 3 dots to the right of the payment
- select the action you want
The actions available for payments are the following:
- Cancellation
To cancel a payment you can select a specific date (future cancellation) or proceed with an immediate cancellation. - Capture
You can partially capture a payment, specifying the amount and the date (future capture). You can check the box "Total amount" in case of a full capture and/or "Instant capture" to proceed immediately with the desired action. - Refund
Just like with the capture, the refund can be total or partial, immediate or deferred. - Multiple refund
It is possible to make multiple refunds of payments (refund several payments all at once), by selecting two or more payments with the status "Captured" from the payment list: the selection of the amounts activates the "Actions" button, located at the top right of the list, via which you can proceed with the multiple refunds by clicking on "Refund".
Managing errors during refund operations
During a refund, the system may fail to complete the operation and display an error message. Example:
This occurs when certain conditions are detected that prevent the refund from being processed correctly.
The most common causes are:
- Amount exceeds the original transaction: the refund amount entered is greater than the amount of the transaction to be refunded.
- Invalid amount format: the refund amount field contains non-numeric characters or non-allowed symbols (e.g., letters or commas).
- Restrictions on partial refunds: some alternative payment methods (e.g., Satispay) only allow full refunds; attempting a partial refund will therefore result in an error.
- Refund beyond the time limit: the refund is requested after the maximum allowed timeframe for that transaction.
- Transaction already refunded: an attempt is made to refund a transaction that has already been refunded.
- Technical error: system issue (maintenance, generic error, etc.).
If an error occurs, verify the data entered, check the transaction’s status and conditions, and, if necessary, try again later or contact support for further assistance.