Kavi® Commerce Help

Chapter 12. Issue a Refund



If you want to issue a refund for a credit card transaction, you should use the Kavi Billing Refund a Bill tool whenever possible, so that the billing account remains synchronized with the actual charges and sends out all appropriate communications to the account holder or Billing Contact.

If you are a Billing Admin, you may click here to access the Kavi Billing Manage a Bill tool, and select the bill you want to refund.

The Kavi Commerce Issue a Refund tool should only be used when the Refund a Bill tool cannot be used, such as when the bill is missing or there is an issue with a transaction that cannot be managed any other way.

If you do use this tool, you may refund the payment amount in part or in full. Refunds can only be issued for transactions that are 'Charged', or that previously failed to issue a refund and are now 'Failed Return'. Multiple refunds can be issued as long as a remaining balance is still charged. You cannot refund more than the total amount charged. For more information, see the section on Refunding Transactions in the Concepts and How-tos document Viewing and Managing Transactions.

If you are a Billing Admin, click here to access a transaction through the Kavi Commerce Manage a Transaction tool.

Back to top

How to Issue a Refund


Enter the transaction information into the search fields, then click Search. Setting more detailed search criteria retrieves a smaller set of results, so you get a faster response time and when the results are displayed, it's easier to find the transaction you want. If you search by more than one field (e.g., 'Date Created' plus 'Card Holder'), the results include only those transactions that match all your search criteria.

You may enter full or partial values in the search fields. For example, entering an Order Id of '12' into the search field will match Order IDs of '08123' and '12345' as well as '12'.


Search by the transaction's Order ID to find a transaction quickly.

It's not a good idea to leave all the search fields blank, since this will retrieve every transaction in the database, which could take a while and even slow site response times.


Click the button next to the transaction and then click Select. If there is only one transaction listed, it is preselected for you. If you do not see the transaction you want, try changing the number of results shown on the page, or click the Back button, then refine your search criteria to retrieve a broader set of results (e.g., enter a partial name or transaction number in case there is a typo or other variation in this data).

Enter Refund Amount

The transaction information is shown at the top of the page. Enter the refund amount at the bottom and a message for the gateway message log. You will have an opportunity to preview this refund before it is issued.

Preview and Save

Verify that the refund amount and the new balance are what you expect, then click Save. Your refund request is sent immediately to the PayPal gateway. If the refund transaction succeeds, the new status will be 'Returned'.


Successful refunds are marked as 'Returned'. Failed refunds are marked as 'Failed Return'. Usually, if a refund fails, it is because of an internet connection problem somewhere in the ecommerce chain. For information on troubleshooting, see Refund Transactions in the chapter on Viewing and Managing Transactions.

Back to top

Related Topics

Back to top