Creating Refunds in Dashboard

Learn how to process full and partial refunds, understand refund limitations by payment method, and track refund status using the Omise Dashboard.

Understanding Refunds

What is a Refund?

A refund returns money to the customer by reversing a previously successful charge. Funds are returned to the original payment method.

Refund Types:

Full Refund: Return entire charge amount
Partial Refund: Return portion of charge amount
Multiple Partial Refunds: Several refunds until fully refunded

Refund Timeline

Typical Refund Processing:

Cards:
- Processed immediately in Omise
- Appears in customer account: 7-14 business days
- Depends on customer's bank

E-Wallets:
- Processed within 1-3 business days
- Faster than cards
- Varies by provider

Internet Banking:
- Not refundable via Omise
- Manual refund required

Refund Eligibility

Payment Method Support

Refundable:

✓ Credit Cards (Visa, Mastercard, Amex, JCB)
✓ Debit Cards
✓ TrueMoney Wallet
✓ Rabbit LINE Pay
✓ ShopeePay
✓ Installment Payments (special process)

Not Automatically Refundable:

✗ Internet Banking
✗ Bill Payment
✗ Barcode/Counter Payment

Alternative: Manual bank transfer to customer

Refund Windows

By Payment Method:

Credit/Debit Cards:
- Within 120 days of charge
- After 120 days: contact support

E-Wallets:
- TrueMoney: 90 days
- Rabbit LINE Pay: 90 days
- ShopeePay: 90 days

Installments:
- Before first payment: full refund
- After payments started: contact support

Refund Limitations

Maximum Refund:
- Cannot exceed original charge amount
- Fees are not refunded
- Multiple partials cannot exceed total

Minimum Refund:
- THB 10 (or equivalent)
- Check currency-specific minimums

Settlement Status:
- Can refund before settlement
- Can refund after settlement
- Must have sufficient balance for post-settlement refunds

Creating a Refund

Step 1: Find the Transaction

Navigate to Transaction:

Method 1: Search
Dashboard → Payments → Charges
Search by charge ID, customer email, or amount
Click on transaction

Method 2: From Customer
Dashboard → Customers
Select customer
Find transaction in history
Click transaction

Verify Transaction:

Check Before Refunding:
✓ Status is "Successful"
✓ Not already refunded
✓ Within refund window
✓ Payment method supports refunds
✓ Correct transaction selected

Screenshot description: Transaction details page with transaction information displayed and "Refund" button prominently shown in the action bar.

Step 2: Initiate Refund

Click Refund Button:

Location: Top right of charge details page
Button: "Refund" or "Issue Refund"

Refund Dialog Opens:

Shows:
- Original charge amount
- Available refund amount
- Already refunded amount (if any)
- Refund form

Screenshot description: Refund dialog modal showing original charge amount, available refund amount, amount input field, reason dropdown, and confirm/cancel buttons.

Step 3: Configure Refund

Select Refund Type:

Full Refund:

1. Select "Full Refund" or
2. Enter full available amount

Original Charge: THB 1,500.00
Refund Amount: THB 1,500.00

Partial Refund:

1. Select "Partial Refund"
2. Enter specific amount

Original Charge: THB 1,500.00
Refund Amount: THB 500.00
Remaining: THB 1,000.00

Amount Entry:

Format: Enter in major currency unit
Examples:
- THB 1,500.00 (not 150000)
- USD 50.00 (not 5000)

Dashboard handles conversion automatically

Step 4: Add Refund Reason

Select Reason:

Common Reasons:
□ Customer Request
□ Duplicate Payment
□ Fraudulent Transaction
□ Product Not Available
□ Service Cancelled
□ Order Cancelled
□ Customer Not Satisfied
□ Wrong Amount Charged
□ Other (specify)

Add Notes (Optional):

Internal notes for record-keeping:
- Ticket number
- Customer communication
- Resolution details
- Any special circumstances

Example:
"Customer requested refund due to size issue.
Support ticket #12345. Approved by manager."

Screenshot description: Refund reason dropdown expanded showing list of common refund reasons with "Other" option at bottom and text area for additional notes.

Step 5: Review and Confirm

Review Details:

Refund Summary:
- Original Charge: THB 1,500.00
- Refund Amount: THB 500.00
- Refund To: Visa ending in 4242
- Customer: john@example.com
- Reason: Customer Request
- Processing Time: 7-14 business days

Confirm Refund:

Verify all details correct
Click "Confirm Refund" button
Wait for processing (few seconds)
Refund confirmation shown

Screenshot description: Refund confirmation screen showing refund summary with all details and final "Confirm Refund" button with processing time estimate displayed.

Step 6: Refund Processed

Success Confirmation:

✓ Refund processed successfully
✓ Refund ID: rfnd_test_5xyz123
✓ Status: Pending
✓ Customer will be notified

Actions Available:
- View refund details
- Download receipt
- Send notification
- Return to charge

Automatic Actions:

✓ Customer email sent
✓ Webhook triggered (if configured)
✓ Dashboard updated
✓ Transaction timeline updated
✓ Available balance adjusted

Tracking Refunds

Refund Status

Status Types:

Pending:

Status: Pending
Meaning: Refund being processed
Duration: Few minutes to hours
Action: Wait for completion

Successful:

Status: Successful
Meaning: Refund completed by Omise
Customer Receives: 7-14 days (cards)
Action: None needed

Failed:

Status: Failed
Meaning: Refund could not be processed
Reasons:
- Card expired
- Account closed
- Technical error
Action: Contact support

View Refund Details

Access Refund:

Method 1: From Original Charge
Dashboard → Payments → Select charge
Scroll to "Refunds" section
Click refund ID

Method 2: Refunds List
Dashboard → Payments → Refunds
Click refund to view details

Refund Information:

Refund ID: rfnd_live_5xyz123
Status: Successful
Amount: THB 500.00
Original Charge: chrg_live_5abc456
Created: 2026-02-06 15:30:00
Reason: Customer Request
Notes: Support ticket #12345

Screenshot description: Refund details page showing refund information, link to original charge, timeline of refund processing, and refund status badge.

View All Refunds

Refunds List:

Dashboard → Payments → Refunds

View:
- All refunds processed
- Refund status
- Refund amounts
- Related charges
- Processing dates
- Refund reasons

Filter Refunds:

By Status:
- Pending
- Successful
- Failed

By Date:
- Today
- Last 7 days
- Last 30 days
- Custom range

By Amount:
- Minimum
- Maximum

Multiple Partial Refunds

Partial Refund Example

Scenario: THB 1,500 charge, multiple refunds

First Partial Refund:

Original Amount: THB 1,500.00
Refund Amount: THB 300.00
Remaining: THB 1,200.00
Reason: Product 1 returned

Second Partial Refund:

Original Amount: THB 1,500.00
Already Refunded: THB 300.00
Available: THB 1,200.00
Refund Amount: THB 400.00
Remaining: THB 800.00
Reason: Product 2 returned

Final Refund:

Original Amount: THB 1,500.00
Already Refunded: THB 700.00
Available: THB 800.00
Refund Amount: THB 800.00
Remaining: THB 0.00
Status: Fully Refunded

Refund Tracking:

Charge Details Show:
✓ Total refunded: THB 1,500.00
✓ Number of refunds: 3
✓ Refund history with dates
✓ Status: Fully Refunded

Refund Fees

Fee Structure

Card Refunds:

Original transaction fee: Not refunded
Refund processing fee: None

Example:
Charge: THB 1,500.00
Fee charged: THB 54.75 (3.65%)
You received: THB 1,445.25

Refund: THB 1,500.00
Refund fee: THB 0.00
You pay: THB 1,500.00
Net cost: THB 54.75 (original fee)

E-Wallet Refunds:

Original transaction fee: Not refunded
Refund processing fee: None

Same principle as cards

Settlement Impact:

Pre-Settlement Refund:
- Original charge not settled yet
- Reduces settlement amount
- Net effect: only fee cost

Post-Settlement Refund:
- Original charge already settled
- Deducted from next settlement
- Need sufficient balance

Special Cases

Installment Refunds

Before First Payment:

Customer hasn't paid first installment:
- Full refund available
- Process normally
- Installment plan cancelled

After Payments Started:

Customer has paid some installments:
Contact Omise support
Provide charge details
Specify refund amount
Manual processing required
More complex calculation

Partial Installment Refund:

Generally not supported
Contact support for:
- Special circumstances
- Manual arrangements
- Bank coordination

Disputed Charges

During Dispute:

Charge Under Dispute:
✗ Cannot process voluntary refund
✗ Wait for dispute resolution
✓ Can provide evidence
✓ Can communicate with customer

If You Want to Refund:
1. Accept dispute (loses automatically)
2. Customer gets refund via dispute process

After Dispute Lost:

Already Refunded:
- Via dispute process
- Cannot process another refund
- Charge marked as disputed

Non-Refundable Methods

Internet Banking:

Not Refundable Via Omise:
Get customer bank details
Process manual bank transfer
Keep record of transfer
Mark transaction in notes
Send confirmation to customer

Manual Refund Process:

Documentation:
✓ Original transaction ID
✓ Customer bank account
✓ Transfer receipt
✓ Communication record
✓ Internal approval

Refund Notifications

Automatic Emails

To Customer:

Sent Automatically:
✓ Refund initiated
✓ Refund processed
✓ Expected timeline
✓ Refund amount
✓ Support contact

Customer Receives:
- Confirmation email
- Refund details
- Expected receipt date
- Contact information

To Merchant:

Dashboard Notification:
✓ Refund processed
✓ Summary information
✓ Link to details

Email (if configured):
✓ Refund notification
✓ Transaction details
✓ Current balance impact

Custom Notifications

Additional Communication:

When to Send:
✓ Complex refund situations
✓ Delayed processing
✓ Partial refunds
✓ Special circumstances
✓ Customer questions

How to Send:
1. Draft email/message
2. Include refund ID
3. Explain timeline
4. Provide support contact
5. Set expectations

Refund Reports

Viewing Refund Reports

Generate Report:

Dashboard → Reports → Refunds

Select:
- Date range
- Status filter
- Export format (CSV/Excel/PDF)

Report Contents:

Includes:
- Refund ID
- Original charge ID
- Date processed
- Amount refunded
- Customer email
- Refund reason
- Status
- Processing time

Analyzing Refunds

Key Metrics:

Track:
- Total refunds
- Refund rate (%)
- Average refund amount
- Common reasons
- Processing time
- Method breakdown

Identify Patterns:

Look For:
- High refund rates
- Common reasons
- Specific products
- Time patterns
- Customer patterns
- Payment method trends

Improvement Actions:

Based on Analysis:
✓ Improve product descriptions
✓ Better quality control
✓ Clearer policies
✓ Better customer service
✓ Address common issues
✓ Reduce processing errors

Best Practices

Processing Refunds

✓ Process refunds promptly
✓ Verify transaction details
✓ Use correct refund amount
✓ Select accurate reason
✓ Add detailed notes
✓ Communicate with customer
✓ Document everything
✓ Monitor refund status

Customer Communication

✓ Acknowledge refund request quickly
✓ Set clear expectations
✓ Explain timeline
✓ Provide refund confirmation
✓ Follow up if delayed
✓ Be professional and courteous
✓ Keep records of communication

Financial Management

✓ Monitor refund impact on cash flow
✓ Ensure sufficient settlement balance
✓ Track refund trends
✓ Reconcile refunds in accounting
✓ Review refund patterns
✓ Plan for refund costs

Fraud Prevention

✓ Verify refund requests
✓ Check for unusual patterns
✓ Confirm customer identity
✓ Document authorization
✓ Monitor refund abuse
✓ Report suspicious activity

Troubleshooting

Common Issues

Refund button disabled:

Reasons:
- Already fully refunded
- Outside refund window
- Payment method not refundable
- Insufficient balance
- Technical issue

Solution: Check status, contact support if needed

Refund failed:

Reasons:
- Card expired/closed
- Account closed
- Invalid card details
- Technical error

Solution:
1. View error message
2. Try again if temporary
3. Contact support
4. Consider manual refund

Customer hasn't received refund:

After 14 Days:
Verify refund processed
Check refund status
Confirm original payment method
Contact customer's bank
Provide refund receipt
Contact Omise support if needed

Frequently Asked Questions

Q: How long do refunds take?
A: Card refunds: 7-14 business days. E-wallets: 1-3 business days. Depends on customer's bank/provider.

Q: Are refund fees charged?
A: No refund processing fee. However, original transaction fees are not refunded.

Q: Can I refund more than the original amount?
A: No, maximum refund is the original charge amount minus any previous refunds.

Q: Can I cancel a refund after processing?
A: No, refunds cannot be cancelled once processed. Contact support immediately if error.

Q: What if customer's card is expired?
A: Refund may fail. Bank may credit the account or contact customer. Provide refund receipt.

Q: Can I refund internet banking payments?
A: No, not automatically. Must process manual bank transfer to customer.

Q: How many partial refunds can I make?
A: Unlimited, until fully refunded. Each refund must be minimum amount (THB 10).

Q: Do refunds affect my settlement?
A: Yes. Pre-settlement reduces settlement. Post-settlement deducted from next settlement.

Q: Can customers request refunds directly?
A: Customers can contact you. You process refunds through dashboard or they can dispute.

Q: What happens to refunds during disputes?
A: Cannot issue voluntary refund during dispute. Wait for resolution or accept dispute.

Q: How do I refund if I don't have sufficient balance?
A: Wait for next settlement or contact support to arrange. Keep reserve for refunds.

Q: Are there refund limits?
A: No daily/monthly limits. Must be within payment method refund windows.

Next Steps

Viewing Reports - Generate financial reports
Managing Payments - Payment management
Dashboard Overview - Dashboard basics
Customer Support - Get help with refunds

Additional Resources

Refund API Documentation - Automate refunds
Payment Methods Guide - Method-specific refund info
Webhooks - Refund notifications
Support Center - Contact support

Need help? Contact support@omise.co or use in-dashboard chat.

Understanding Refunds​

What is a Refund?​

Refund Timeline​

Refund Eligibility​

Payment Method Support​

Refund Windows​

Refund Limitations​

Creating a Refund​

Step 1: Find the Transaction​

Step 2: Initiate Refund​

Step 3: Configure Refund​

Step 4: Add Refund Reason​

Step 5: Review and Confirm​

Step 6: Refund Processed​

Tracking Refunds​

Refund Status​

View Refund Details​

View All Refunds​

Multiple Partial Refunds​

Partial Refund Example​

Refund Fees​

Fee Structure​

Special Cases​

Installment Refunds​

Disputed Charges​

Non-Refundable Methods​

Refund Notifications​

Automatic Emails​

Custom Notifications​

Refund Reports​

Viewing Refund Reports​

Analyzing Refunds​

Best Practices​

Processing Refunds​

Customer Communication​

Financial Management​

Fraud Prevention​

Troubleshooting​

Common Issues​

Frequently Asked Questions​

Next Steps​

Additional Resources​