How do I refund a customer?

If you ever need to refund your customer for a sale, you can easily do this from the Paystack Dashboard. We've made it possible for our merchants to be able to refund any transaction with the click of a button. This way, you are able to keep a clean record of your transaction history, which makes reconciliations a breeze.

Important to note

Please note that our transaction charges are not refundable. Processing a transaction is a service in itself, which has been offered and charged for.  Thus if you have to refund a customer, we will not return what we charged to process that transaction.

How to refund a customer's transaction

  1. First, you will need to find the customer's transaction. To start, log into your Paystack Dashboard.
  2. On the Dashboard, go to your Transactions tab and search using the Transaction Reference.  You can also filter by the Customer's email or ID.Once you have filtered out the particular transaction, click on it. This will provide more information on the transaction.
  3. Near the top right of the page, you will see the option to "Refund customer".  Click on this. Now, you will have the choice to refund either the full amount or the amount agreed with your customer. Fill this in and click "Process Refund"
  4. You have successfully made a refund to your customer.  Both you and your customer will receive an automated mail from Paystack confirming this, and they can expect their refund within 7-12 working days.

The illustration below should walk you through the whole process;

Another important note

Refunds are first deducted from your pending payout. If, you are a Registered Business we can also deduct this from your Paystack Transfers Balance. However, for Starter Businesses, since you do not have a Transfers Balance, our only option is to deduct refunds from your pending payout. You will not be able to refund customers from your dashboard if your pending payout is not enough to make the refund.

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