How to Process Refunds

Introduction

In this article, we will explore the different ways you will be able to process refunds, including:

1. Via the Live Portal
   • 'Today's Transactions' tab
   • 'All Other Transactions' tab
     
     
2. Via Lpay (This is required for all transactions made on your old Lpay platform prior to migration)
   
   
3. Submit a request via your relationship manager / customer support

1. Processing Refunds via the Live Portal

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1.1 - Processing Refunds via the 'Today's Transactions' Tab

Please note: In this tab, refund records are displayed as separate records to the original transaction. i.e. you will see a list item for the original transaction, and you will also see a record for each refund/partial refund you process.

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1.2 - Processing Refunds via the 'All Other Transactions' Tab

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Step 1. First things first, process the refund. 

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Step 2. Initially, you will be left with two, separate records for the transaction and the refund:

(i) The original Transaction Listing will appear in the 'All Other Transactions' tab

(i) The refund listing will appear in the 'Today's Transactions' tab:

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Step 3. On the Following day, the transactions will be combined within the 'All Other Transactions Tab. 

The refund instance will be accessible via the 'History' component of the original transaction listing.

2. Processing Refunds via LPay

Access the LPay platform

1. Select 'Activity'
   
   
2. Select the relevant transaction to refund
   
   
   
3. Select 'Refund' at the bottom right of the screen
   
   
   
4. Enter the refund amount (note this cannot be greater than the original transaction amount) and hit 'Refund'
   

3. Processing Refunds via your RM / CS representative

Simply call up your appointed Relationship Manager, or contact customer support at 1300 780 788.