Overview
Process a full or partial refund for a customer's transaction, with an optional access revocation.
:::tip At a Glance
Who is this for?
Support agents processing refund requests.
When do I use this?
When a customer disputes a charge, requests a refund, or qualifies for a partial credit.
What will happen?
The refund is processed through the original payment gateway. Optionally, the customer's access to the associated content or plan can be revoked.
:::
Prerequisites
- A support session must be active for the customer
- A valid transaction must exist in the billing history
Steps
Step 1: Open the refund action
From the Billing & Purchases tab, find the transaction row and click the Refund action.
Step 2: Select the refund type
| Type | Description |
|---|---|
| Amount | Specify a fixed dollar/currency amount |
| Percentage | Specify a percentage of the original charge |
Step 3: Enter the refund value
Based on the selected type, enter either the dollar amount or percentage.
Step 4: Toggle access revocation (optional)
Enable Revoke Access if the customer should lose access to the content or plan associated with this transaction.
Step 5: Enter comments
Type the reason for the refund (required).
Step 6: Submit
Click Submit to process the refund.
Expected Behavior
- The refund request is processed through the original payment gateway.
- On success: the dialog closes and the billing history table refreshes.
- An audit log entry is created.
Edge Cases / Notes
- Razorpay: Razorpay refunds follow a slightly different flow internally, but this is handled automatically.
- SVOD plans: The form may show different fields depending on whether the plan category is SVOD.
- Partial refunds: You can refund less than the full amount. The system does not validate that the refund amount is less than or equal to the original charge — use caution.
Flow
If Something Goes Wrong
- Refund failed? → Check the error message. The payment gateway may have rejected the request (e.g., already refunded, expired).
- Wrong amount refunded? → Partial refunds cannot be easily reversed. Contact the payment operations team.
- Access not revoked after refund? → Verify the Revoke Access toggle was enabled before submission.
Related
- Manage billing and purchases
- View audit logs