Refunds - Overview

Refunding Customer Payments

Initiate and manage customer refunds directly from FlexPoint

Easily issue refunds directly in FlexPoint with full control and a simple process.

How Refunds Work 💳

Overview

• Initiate full and partial refunds directly from FlexPoint in just a few clicks.
• Refunds are automatically returned to the customer’s original payment method.
• You’ll receive confirmation once the refund has been successfully processed.

Try it yourself

Follow a live, step-by-step walkthrough to initiate and manage refunds.

🚀 Start interactive walkthrough

Opens in a new tab so you can follow along step-by-step.

Step-by-Step Setup 🛠️

💡 Refund processing tip Refunds are sent back to the original payment method.

Processing time may vary depending on the customer’s bank or card provider.

If a payment has not fully processed, you can cancel it in FlexPoint by selecting “Cancel Payment” in its details.

Step 1: Navigate to the Payment ▶

• From your dashboard: Navigate to the lefthand navigation pane and click on Invoices or click on Payments under Reports.
• Locate and open the specific invoice which contains the transaction you’d like to refund.

Step 2: Review the Payment Details ▶

• Select the payment record.
• Confirm the amount and transaction details.
• Ensure the payment is eligible for a refund.

Step 3: Initiate the Refund ▶

• Click Initiate Refund.
• Confirm the refund amount.
• Submit the refund request.
• Receive confirmation once successfully processed.

Frequently Asked Questions

Review the details below before initiating a refund to ensure a smooth and accurate transaction.

General Questions

Who initiates refunds?▶

You can initiate full and partial refunds directly from FlexPoint without contacting the FlexPoint team.

For questions regarding refunds, please contact the FlexPoint Support team at [e-mail].

Is there a fee to conduct a refund?▶

No — there is no fee to execute a refund.

When will my client see the refund reflected in their bank account?▶

Typically within 5 business days, depending on the customer’s financial institution.

Can I cancel a payment instead of issuing a refund?▶

If a payment has not fully processed, you can cancel it in FlexPoint.

• A Cancel Payment option will appear while the transaction is still processing.
• Canceling stops the payment before it completes, so no refund is needed.
• Once the payment has processed, this option is no longer available and you will need to issue a refund instead.

The available action changes based on the payment status.

ACH Refunds

Can an ACH refund be initiated before the original payment settles?▶

No. The original ACH payment must fully settle before a refund can be initiated.

Can I process a full or partial ACH refund?▶

Yes! You can process both full and partial refunds from your FlexPoint portal.

Credit Card Refunds

Can credit card refunds be issued immediately?▶

Yes. Credit card refunds can be issued immediately once a payment has processed.

Can I process a full or partial credit card refund?▶

Yes! You can process both full and partial credit card refunds from your FlexPoint portal.

How are refunds handled if I pass credit card fees to my client?▶

The full payment amount will be refunded to your client (including surcharge).

How are refunds handled if I absorb credit card fees?▶

The full payment amount will be withdrawn from your account and sent back to the original payment method. Interchange fees are not refunded.