Only The Recipient of Funds Can Reverse a Payment.
For a payment voided before 8 pm Eastern the same day, the processing fees will also be voided.
A payment voided after 8 pm Eastern is considered a Refunded Payment and the processing fees will need to be covered by either the agency or the payer. Transaction fees are non-refundable. Therefore, you will incur any portion of the transaction fee that is refunded.
You can refund a credit card transaction after it’s been 3 days since payment submission. For ACH payments, you can refund them after it’s been 6 days since payment submission. This is because ACH transactions take longer to deposit and we want to protect you from issuing a refund too early. Credit card refunds will post to the payer’s card within 1 business day.
You will be able to make full and partial refunds. There are no additional fees for refunding a payment. Refunds can be submitted on payments up to 6 months after the original transaction date.
How to Reverse a Payment
1. Visit your dashboard (sign in)
2. In the Transaction menu click the transaction ID to visit the details page
3. Use the ‘Void Payment’ or ‘Refund Payment’ button to perform the desired action.
Credit card payments return to your payer in one day and ACH payments return to the payer in two days.
4. Read the Warning, select the amount, and confirm.
Be aware that transaction fees are non-refundable. If you choose to refund the full amount, your agency will be covering the transaction fee.
Hitting “Confirm” will initiate the process. All parties will then receive an e-receipt.
Questions? Contact Customer Support at firstname.lastname@example.org.