Refunding a PowerTranz payment from WooCommerce

You refund from the WooCommerce order screen, without logging in to the PowerTranz portal.

Refund an order

1. Go to WooCommerce, then Orders and open the order.
2. In the order items box, click Refund.
3. Enter the quantity or the amount to refund. Add a reason if you want one on record.
4. Click the button that says Refund via PowerTranz.

The refund is sent to PowerTranz straight away and an order note records the amount, the reason and the reference number (RRN).

Do not click Refund manually

WooCommerce shows two refund buttons. Refund manually only changes the order in WooCommerce and sends nothing to PowerTranz, so the customer gets no money back. Always use the PowerTranz button.

Partial refunds

You can refund part of an order, and you can refund more than once, up to the amount that was paid.

If the order was only authorized

If you use Authorization and have not captured the money yet, there is nothing to refund, because no money has moved. The plugin stops the refund and tells you to use Void instead, which releases the hold on the customer’s card. See capturing and voiding.

If the refund times out

If PowerTranz does not answer in time, the plugin adds an order note that starts with ACTION REQUIRED, because the refund may or may not have gone through.

Do not send it again. Look up the transaction in the PowerTranz portal first, using the transaction ID in the order note.

How long the customer waits

PowerTranz processes the refund at once, but the customer’s bank decides when it shows on their statement. This usually takes a few business days.

Refunds and test mode

A refund always goes back to the environment the order was paid in, so a live order is refunded in production even if the gateway is now in test mode.