How to: Process customer refunds for PowerBoard

Welcome to the PowerBoard Dashboard tutorials. Today we’ll show you how to process a Payment Refund on a completed transaction. Funds will be returned to the payment method used in the purchase of the goods or services, and linked to the charge ID, to provide visibility to the Issuing Bank and the card schemes. Charges could be fully or partially refunded with multiple refunds allowed up to the full net amount. To access the PowerBoard portal, you’ll need to log in using your credentials. To process a refund, head to the Charges tab. The first step is to locate the specific transaction needed to process the refund. The easiest way to do this, is to use the Apply New Filter drop down box to find the transaction.

We’ll perform a refund for the customer ‘John Test’ who spent $10 via Mastercard. Locate the transaction using the date and the amount filters… then scroll down and click Apply Filter. All transactions for that amount and date will appear. Locate the specific transaction for the customer to process the refund … then click on Actions on the transaction line. Select Refund Request and the refund request window will appear. The total amount of the original transaction will be the default amount in this field. If you’re processing a full refund, you can click the Refund button. If you’re performing a partial refund, click on the Amount field and enter the exact amount needed to be refunded, including a decimal point for the cents, before clicking the Refund button.

We’re going to perform a full refund for the amount of $10. Under the status field, the status of the transaction has been updated to Refunded. To view the successfully completed refund, navigate to the Charges View Mode tab and from the drop-down box select Transactions View Mode. From here you’ll see the refund of the original sale has been completed. It’s important to note if a user has made a mistake in this process, for example they’ve either processed a different customer or an incorrect amount, any completed refund cannot be reversed at this stage and these funds will be transferred to the payee’s account. Discover more new features on the PowerBoard Developer Hub.