How to refund a payment

Refund total or parts of a payment

If you receive returned goods or simply want to credit the consumer you need to Refund the initially Charged payment. 


Full Refund

In order to Refund the total amount you simply click Refund in the Quick actions drop down menu. 

Please note! If the payment has been Partially Charged and you want to refund the full payment, you need to make one refund per charge. To find all charges that are related to the same original payment you click View details on any line related to the order in the payments lists.


Edit and Refund 

All Charged payments, including single or multiple order lines, may be partially Refunded. To partially Refund a payment, click Edit and refund in the Quick actions drop down menu, select the desired order lines and/or edit the fields before clicking Refund.  You can use several actions depending on your needs. We have listed three examples below.


Not enough money to make a refund?

If there are not enough funds on your account when you have initiated a refund the transaction will appear as “refunding” until the balance equals or exceeds the amount you wish to refund plus the transaction fee. To be able to complete the refund there are two ways:

1. Charge new payments


2. Make a deposit

If you don’t have any payments to charge you can make a deposit to your account by a regular bank transfer.

The deposit does not need to match the exact amount of the refund and transaction fee. The exceeding amount will be booked as a deposit and included in your next payout.

The deposited funds will be visible on the payout page of your Easy account a couple of days after the bank transfer.

You can find more information on how to make a deposit, including account details and reference number, in the account section and on the payout page in case the balance is negative.


Please note! 
- It normally takes a few days before the funds are transferred to your customer's account depending on the card issuer's (normally your customer's bank) routines.
- Your balance needs to be larger than the amount you want to refund. Make a deposit or charge new payments if your balance is too low. 

1. Refund the amount of a specific product

 Check the select boxes to refund one or several products. The total sum of the refund will be calculated based on the selected order lines. Control the amount and click Refund. 

Example: Your customer has ordered one red and one yellow T-shirt. He has returned the red T-shirt to you and you need to make a refund for that specific product. Check the select box for the order line and click refund.


3. Change quantity before refunding

You can edit the quantity on an order line by entering a new value in the quantity field. The totals will be updated according to your changes. Control the amount and click refund. 

Example: You have an order of 5 T-shirts that have been shipped and charged, after which you receive a return of 2 T-shirts. Make a partial Refund by changing the quantity from 5 to 2. 


2. Change the amount before refunding 

Enter a new value in the price field to change the amount on an order. The totals will be updated according to your changes. Control the amount and click Refund.

Example: Your customer calls you to say that the red T-shirt's color differs from the website. He still wants to keep the T-shirt but would like a 20 SEK discount, which you accept. You change the price on the specific order line to match the sum of 20 SEK that you like to refund. 

When you lower the price a new order line will be created containing the remaining part of the charged amount. Also note that it is not possible to refund a larger amount that what was originally charged - the system notifies you when you exceed the limit.

4. Reset if you lose track of changes

All of the changes above can also be made in combination. If you make changes and get lost there is always a possibility to reset the changes to get back to the starting point when you opened the modal.


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