How do I Process a Credit Card Refund?


Most of the available payment gateways on Shift4Shop will allow you to void transactions or process full refunds of order charges through your Shift4Shop Online Store Manager.

If your particular gateway supports refunds through the Shift4Shop Online Store Manager:

  1. Go to Orders >Manage Orders and click on the "New" tab along the top
    (or whichever order status the order is in)
  2. Click on the Invoice number of the order you would like to process the refund for
  3. In the Transaction section, click on the "Actions >Transaction Details" link located along the far right..
  4. Click the "Void/Refund transaction " button to process the refund.

Please Note
If you receive an error after step 4, either your payment gateway does not support refunds directly through the Shift4Shop Online Store Manager, or the transaction itself is over the timeframe limit for that particular payent gateway.

In either case, please login to your specific payment gateway's account and process the refund directly from there.

While most of the payment gateways will have a Void/Refund button, the following will not and must be processed directly through the gateway provider:

  • Interswitch
  • Klarna
  • NetShop (Millenium bim)
  • RealEx Payments
  • BluePay

Partial Refunds

At present time, only a few of our available payment gateways are able to allow partial refunds from the Shift4Shop Online Store Manager. These are Shift4 Payments, PayPal Checkout, PayPal Express, PayPal Pay Flow Pro Link, & PayPal Advanced.

When an order is placed using either of these payment gateways:

  1. Log into your Shift4Shop Online Store Manager and open the order to view it
  2. Look to the "Transactions" section at the bottom of the order to view the collected charge
  3. Then, look to the far right of the transaction and click on its Action Wheel to select "Transaction Details"
  4. Click on the Void/Refund button to continue

When clicking this button, you will be given the option to add the amount of the refund to put back on the charged card. This can be either the full charged amount or a partial of the amount.

Again, the only payment gateways that allow partial refunds are the ones mentioned here. To process partial refunds on the other payment gateways, you will need to log into your respective account with the gateway to partially refund the transaction.

Processing Refunds with PayPal Express


In order to process refunds using PayPal Express, you must have the proper API permissions set up on your PayPal Account. To ensure you have the proper permissions set, please review and follow the steps outlined in the "Grant API Access" section of our previous knowledgebase article:
How do I setup Paypal Website Payments Pro (with Paypal Express)?

Specifically, you'll want to enable all of the API permissions, except for two of them. These two are labeled "Generate consolidated reports for all accounts" and "Create and modify accounts, and run reports on them" respectively.

To process a refund on PayPal Express orders, follow these steps:

  1. Log into your Shift4Shop Online Store Manager
  2. Using the left hand navigation menu, go to Orders >Manage Orders
  3. Locate the order you would like to process the refund for and click on its Invoice ID number

When the order appears, scroll down to the "Transactions" section where you will see the Date/Time of the transaction, the Type and Method of transaction, and the Amount of the transaction.

  1. Under "Action" click on the action wheel and select "Transaction Details">

A popup window will appear with the ID and Reference informaiton for the transaction. Within this window, there will be a button marked "Refund Transaction"

To continue with the refund process:

  1. Click on the "Refund Transaction" button
  2. Enter the refund amount (if it is a partial refund) or click on the "Total Amount" checkbox to enter the full order amount.
  3. Click "Submit" to process the refund or click "Cancel to leave the window.

The refund will post to the customer's PayPal account.

In some cases, the refund will post the following day. You can check on the refund status from within your PayPal merchant account as needed.

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