Introduction

This article explains how to process refunds to a cardholder using Cybersource Business Center. It covers two refund methods: Linked Refunds (follow-on credits) and Stand-Alone Credits (SACs), and explains how to determine which method applies based on the age of the original transaction.

This article is intended for merchants and support teams using Business Center to manage transactions. Merchants whose profiles are configured with a legacy 180-day refund limit will also find guidance for resolving the missing Refund button scenario and restoring access to the full 365-day Linked Refund window.

Note: Cybersource Business Center is also referred to as EBC (Enterprise Business Center). Both terms refer to the same platform.

The two refund methods covered in this article are:

• Linked Refund (follow-on credit) - Tied to the original transaction ID and permitted up to 365 days after the original authorization.
• Stand-Alone Credit (SAC) - A new credit transaction that is not linked to a prior sale. A SAC is required for transactions older than 365 days. SACs processed through the EBC Virtual Terminal require account-level enablement.

Some merchant profiles are still configured with a legacy 180-day limit. When that limit is reached, the Refund button disappears even though a Linked Refund is still possible within the full 365-day window. This article explains how to identify which method applies and how to proceed.

Prerequisites

Before proceeding, confirm the following:

• You have access to Business Center with transaction viewing and refund permissions.
• You have the original transaction's Authorization Date available.
• For SACs processed through the EBC Virtual Terminal, confirm that SAC/Purchase Return Authorization is enabled on the merchant account. If it is not enabled, contact Support to request enablement before proceeding.
• For any SAC submitted through the EBC Virtual Terminal, gather the following cardholder details:
  • Card number
  • Expiration date
  • Cardholder name
  • Billing address
  • Email address
  • Refund amount
  • Currency

Procedure

Determine the Age of the Original Transaction

1. Sign in to Business Center and open the transaction detail.
2. Note the Authorization Date.
3. Calculate the number of days elapsed from the Authorization Date to today.

Select the Appropriate Refund Method

Transaction age is 365 days or fewer

A Linked Refund applies. Two scenarios are possible:

• Refund button is visible - Select Refund and submit the Linked Refund.
• Refund button is not visible - The merchant profile may still be configured with the legacy 180-day refund limit. Contact Support and request: "Enable 365-day linked refunds for merchant [your ID]." After confirmation is received, refresh the transaction page and complete the refund.

The original payment token, if applicable, is automatically reused in a Linked Refund. No Primary Account Number (PAN) entry is required.

Partial Refunds and Amount Limits

For Linked Refunds, partial refunds can be issued for any amount up to the original authorized total. Multiple partial refunds can be processed as long as the cumulative total does not exceed the original authorized amount.

Stand-Alone Credits are not tied to a prior sale and do not follow the same amount restrictions as Linked Refunds. SACs require full card details, including the PAN and expiration date, and are treated as new credit transactions.

Transaction age is greater than 365 days

A Linked Refund is no longer available. Select one of the following options:

• Stand-Alone Credit via EBC Virtual Terminal (requires account enablement and full card details)
• Alternate method - Issue a check, cash, or store credit

SACs cannot be submitted with network tokens or Token Management Service (TMS) tokens. The actual PAN and expiration date must be provided.

Submit a Stand-Alone Credit

Use this process only when the original transaction is older than 365 days.

Via EBC Virtual Terminal (Account Enablement Required)

Most merchants will process SACs through the EBC Virtual Terminal. This method requires that SAC/Purchase Return Authorization is enabled on the merchant account before proceeding. If it is not yet enabled, contact Support to request activation.

1. Confirm that SAC/Purchase Return Authorization is enabled on the merchant account. If it is not enabled, contact Support to request activation before proceeding.
2. Gather the following:
   • Card number
   • Expiration date
   • Cardholder name
   • Billing address
   • Email address
   • Refund amount
   • Currency
3. Navigate to the Virtual Terminal within EBC and complete the SAC submission.
4. Confirm that the processor response code indicates an approval before notifying the cardholder.

Refer to Knowledge Article 000002947 — Stand-Alone Credit via Virtual Terminal for detailed steps.

Refund Method Comparison

Common Questions

• Why has my Refund button disappeared even though the transaction is less than 365 days old?
  Your merchant profile may still be configured with a legacy 180-day refund limit. Even though Cybersource supports Linked Refunds up to 365 days, some profiles have not yet been updated. Contact Support and request that the 365-day linked refund window be enabled for your merchant ID. Once confirmed, refresh the transaction page and the Refund button should reappear.
• Do I need to contact Support to enable SAC before I can use it?
  Yes. If you are using the EBC Virtual Terminal, SAC/Purchase Return Authorization must be enabled on your merchant account before you can process it through the interface.
• Can I use a token to process a Stand-Alone Credit?
  No. SACs cannot be submitted using network tokens or TMS tokens. You must provide the actual PAN and expiration date.
• Can I issue a partial refund using a Linked Refund?
  Yes. Linked Refunds support partial refunds for any amount up to the original authorized total. You can process multiple partial refunds as long as the cumulative total does not exceed the original authorized amount.
• Can I issue a partial refund using a Stand-Alone Credit?
  SACs are not subject to the same amount restrictions as Linked Refunds because they are not tied to a prior sale. However, ensure the refund amount is appropriate and consistent with your refund policy, as SACs are treated as new credit transactions.
• What if I cannot process an electronic refund at all?
  If neither a Linked Refund nor a SAC is possible, you may issue the refund through an alternate method such as a check, cash, or store credit.

Additional Resources

• Knowledge Article 000002947 — Stand-Alone Credit via Virtual Terminal
• Support — How to Contact Client Services
• Connectivity - How to Issue a Refund or Credit via the Cybersource API