Refund Transaction

Refunding a transaction returns the money to the customer. You can perform either a partial or full refund on transaction. Only transactions that have already been settled can be refunded. For transactions that have not been settled, you may only perform a void on them, if required. For more information, see the Void Transaction page.

Back Office UI

On the Back Office UI, refunding a transaction can only be performed by users with a Manager or Admin role.

Refund a Transaction

  1. Click the Payments menu item.
  2. Click the Transactions tab.
  3. Select the settled transaction that you want to refund. The corresponding transaction info appears.
  4. Click the Issue Refund button. The Issue Refund window appears.
  5. Enter the Amount to be refunded to the customer.
  6. Review the customer's Email where the receipt will be sent and edit, if required. Note that this will not update the email on the customer's record.
  7. To email the receipt, select the Email Receipt checkbox. The Email field will be required if this is selected.
  8. Click the Process Refund button to proceed.

Refund a Transaction from a Customer's Profile

  1. Click the Customers menu item.
  2. Select the customer associated with the transaction. The corresponding customer profile appears.
  3. In the Transaction History section, select the settled transaction that you want to refund. The corresponding transaction info appears.
  4. See steps 4 to 8 under Refund a Transaction section.

API Integration

Converge API Resource: Transactions

Create Transaction

  1. Send a Create Transaction POST request to the /transactions endpoint.
  2. In your request, set the following parameters:
    • type - The transaction type. This is required. Set this field to "refund".
    • total - The total amount of the transaction. This is only required when processing a partial refund. It contains the fields below.
      • amount - The actual value of the transaction. This is required.
      • currencyCode - The ISO 4217 three-letter currency code. This is required.
    • parentTransaction - The transaction resource URL. This is required.
    • shopperInteraction - The type of interaction with the customer that generated this transaction. Valid values are the following: ecommerce (default), mailOrder, telephoneOrder, merchantInitiated.
  3. Wait for the response from the /transactions endpoint. In the response, take note of the following:
    • id - The transaction resource ID. This is used for retrieving and updating the transaction.
    • href - The transaction resource URL.
    • isAuthorized - Indicates whether the transaction is authorized. Refunds are authorized by the gateway.


The following is an example of a JSON request for a partial refund.

    "type": "refund",
    "total":  {
                  "amount":  "5.00",
                  "currencyCode":  "EUR"
    "parentTransaction": "",
    "shopperInteraction": "telephoneOrder"

The following is an example of a successful JSON response to the request above.

    "href":  "",
    "id":  "xcypyjjfdwjm8djh3rwc7hkftmb2",
    "createdAt":  "2022-04-05T15:38:48.656Z",
    "modifiedAt":  "2022-04-05T15:38:48.656Z",
    "type":  "refund",
    "source":  "directApiCall",
    "merchant":  "",
    "processorAccount":  "",
    "account":  "",
    "total":  {
                  "amount":  "5.00",
                  "currencyCode":  "EUR"
    "totalRefunded":  null,
    "issuerTotal":  null,
    "conversionRate":  null,
    "markupRate":  null,
    "markupRateAnnotation":  null,
    "parentTransaction":  "",
    "description":  null,
    "shopperStatement":  null,
    "debtorAccount":  null,
    "customReference":  null,
    "shopperReference":  null,
    "processorReference":  null,
    "issuerReference":  null,
    "orderReference":  null,
    "shopperInteraction":  "telephoneOrder",
    "shopper":  null,
    "shipTo":  null,
    "shopperEmailAddress":  null,
    "shopperIpAddress":  null,
    "shopperLanguageTag":  null,
    "shopperTimeZone":  null,
    "order":  null,
    "subscription":  null,
    "credentialOnFileType":  null,
    "credentialOnFileData":  null,
    "card":  {
                 "holderName":  "John Doe",
                 "panToken":  {
                                  "token":  "9515518362523384508",
                                  "provider":  "ELAVON_C2_V1",
                                  "type":  "pan"
                 "panFingerprint":  "brwmhqf8m7q49xc9wfg6t32hbhxm",
                 "expirationMonth":  1,
                 "expirationYear":  2025,
                 "billTo":  null,
                 "maskedNumber":  "XXXX.XXXX.XXXX.1251",
                 "last4":  "1251",
                 "bin":  "510008",
                 "scheme":  "MasterCard",
                 "brand":  "MasterCard Credit",
                 "fundingSource":  "credit",
                 "issuingBank":  "INTERNATIONAL CARD SERVICES BV",
                 "issuingCountry":  "NLD",
                 "issuingCurrency":  "EUR",
                 "isDebit":  "false",
                 "isCorporate":  "false",
                 "isDccAllowed":  "true"
    "paymentLink":  null,
    "paymentSession":  null,
    "createdBy":  null,
    "modifiedBy":  null,
    "isHeldForReview":  false,
    "doCapture":  true,
    "doSendReceipt":  true,
    "isAuthorized":  true,
    "authorizationCode":  null,
    "verificationResults":  null,
    "state":  "authorized",
    "batch":  null,
    "customFields":  null,
    "relatedTransactions":  [
    "failures":  [
    "history":  [

For more request and response examples, and for the complete and detailed list of parameters, see the Transactions resource.