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Refund a paid debit

A customer may demand a refund for payment that has been successfully direct debited. Or perhaps you received advanced payment from the customer but forgot to mark the debit as paid, thus Ezypay has proceeded to debit the payment as well. Whatever the situation is, you can choose to perform a full refund to your customer from Ezypay Online.

These are the conditions for performing a refund from Ezypay Online.

• Only users with the role of Organisation/Business Administrator can perform the refund action.
• You can only refund the debit's amount in full.
  • You CANNOT refund a partial amount of the paid debit. If you wish to do so, please contact our Customer Support.
  • If a partial refund has occurred earlier, the debit will display the status 'Partial Refunded'. You will still be able to perform a full refund for the remainder of the debit's amount via Ezypay Online.
    For example, a debit for the amount of $10.00 was successfully paid via direct debit. Upon request, our Customer Support has processed a partial refund of $2.00 for that debit. You can still choose to perform a full refund for the remainder amount of $8.00 via Ezypay Online.
    
• You can only action a refund after the debit has been fully processed by the payment provider, i.e. the bank. Refer below for when the Refund button will be made available in a paid debit.
  • For debit payment via bank account: 3 working days after the debit was successfully processed by Ezypay.
  • For debit payment via credit card: 1 working day after the debit was successfully processed by Ezypay.
• Note: A debit that was successfully processed by Ezypay will display a billing status of 'Success'.
• You CANNOT refund with direct credit:
  • For payment made with AMEX or Diners card.
  • for a debit that you have manually marked as paid, i.e. not a direct debit payment via Ezypay.

Do also take note of the following Ezypay fees that may apply.

• Any refunded customer paid Ezypay fees, such as commission fee, will be reallocated and charged to your business.
• A refund fee may be charged to your business. For enquiries about the refund fee applicable to your business, please contact our Customer Support.

Follow these steps to perform a full refund to your customer.

1. Go to the specific customer's page.

How to access the customer's page

1. Select the Customers module from the top navigation bar.
2. Enter the desired customer's name in the Search Customer field.
   
   Alternatively, select Name to reveal a dropdown list of other search options. You can also search for a customer by his or her Ezypay No. or Reference No.
3. Press Enter.
4. If there is only one customer matching your search criteria, then you will be directed directly to the customer's page.
   
   If there are more than one customers matching your search criteria, then you will see a list of names. Select the desired name.

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2. In the customer's page, select the required Success Regular Debit.
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How to reveal more past debits

Select Show more past below the debit listings.

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3. In the pop-up window, select Refund.
   Reminder: Ensure you have selected the correct debit by double checking the customer's name, debit amount, and debit date.
   Click image for a bigger view. Click to close.
4. In the Notes field, enter the reason for the refund.
5. In the Refund Debit section, select Confirm.
   
6. A confirmation message appears at the top of the customer's page to indicate that the action to refund debit was successful.

The status of the selected debit changes to Refund Approved.

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Once Ezypay has processed the refund to the customer, the status of the selected debit will change to Refunded.

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