On average, 30% of items ordered online are refunded, versus 8.89% of items purchased in store. Return management is therefore an important purchasing criterion for e-consumers. This is why the HiPay Console helps you to handle refunds.
Indeed, you can refund all or part of a transaction.
Here is how to proceed:
- Open a transaction information sheet.
- In the ORDER section, click on the CAPTURED tab.
- Click on the REFUND button.
- Modify, if need be, the amount filled by default.
- Specify a refund reason.
- Click on the CONFIRM button.
Please note that refund conditions may vary from one payment means to another.
Here are a few examples:
- Refunds are possible within 180 days on a PayPal transaction, versus 13 months for a VISA transaction.
- For card transactions (VISA, Mastercard, American Express, etc.), the refund is made directly on the card.
- For transactions carried out with Bancontact, Belfius, PayShop, SEPA, etc., the refund is made using the customer’s bank account identification document (RIB/IBAN).
- Transactions carried out via Banamex, Bradesco, SisalPay, BBVA Bancomer, etc., cannot be refunded.
The HiPay Console interface adapts to different cases. Thus, the button is not displayed when refund is not possible.
The “Refund method” field of the PAYMENT section provides you with the following information:
- Refund on the payment means used by the customer,
- Refund using the customer’s bank account identification details (RIB/IBAN),
- Refund impossible on this payment means.
There are two distinct refund forms.
Card refund form
The “Amount to refund” field is a blank field enabling you to fill in an amount between 0.01 (with two decimal places) and the maximum captured amount.
By default, the displayed amount is the total refundable amount.
By modifying it, you automatically create a partial refund.
The “Refund reason” field includes a list of reasons for which the customer asked for a refund. This field is mandatory.
A widget is directly linked with this field and enables you to rank refunds by reason, thus providing you with valuable information!
IBAN refund form
This form includes the fields of the card refund form as well as two added fields:
- Customer IBAN,
- Account holder.
To ensure refund, these two fields must be filled in precisely by entering the exact customer’s bank account identification details (RIB/IBAN).
When clicking on the CONFIRM button, a snackbar confirms the refund request (it can still be canceled with the CANCEL button of the snackbar), then sends the request.
Once the refund has been made, two new tabs are displayed in the ORDER section.
- REFUNDED tab
- the operation ID,
- the refund author,
who can be:
- either a user of your HiPay account with the ACL rights to make a refund,
- or an API secure call in case of a refund via API.
Refunds made on the former interface are all tagged “Payment old interface” since this former version did not enable to directly save the author history on the interface.
- the refund operation date,
- the monitoring of the retraction deadline,
- i.e. the number of full days between the capture date (the first date in case of a partial capture) and the refund operation. If the refund is made the same day, the HiPay Console indicates “0 day”; “1 day” if it is made the day after, and so on.
- the refund amount,
- the refund reason.
This tab evolves through the refund lifecycle.
Thus, a new line is displayed below the refund operation once the refund is debited from the HiPay account so that the customer can be refunded. Then a new line is also displayed underneath when this same amount is deducted from the settlement on your account.
When clicking on it, the “Refund” KPI, all above the transaction, gives you direct access to this tab of the ORDER section.
Refund rules are strict: When an IBAN was used to pay for an order, its refund must be made using the same IBAN.
- REMAINING BALANCE tab
It enables you to precisely see how much you earned from the transaction by displaying the total amount of the capture (or captures in case of partial captures) minus the amount of the refund (or refunds in case of partial refunds).
Please note that the “Remaining balance” KPI, all above the transaction, gives you direct access to this tab of the ORDER section.
In addition to these two new tabs, when the refund is made using an IBAN, all the customer’s bank details are displayed in the PAYMENT section of the transaction.