Introduction

This resource provides a detailed guide on issuing credits, including follow-on and stand-alone credits. It covers the use of the Enterprise Business Center (EBC) and API, addresses frequently asked questions, and offers additional resources related to credits. 

Understanding Credits

• What are Follow-On Credits?

  Follow-on credits allow you to refund a customer's credit card account after a capture has been settled. These credits reference a previously processed capture transaction and can be requested within 365 days of the original authorization. Beyond this period, a stand-alone credit is typically required. For more information on stand-alone credits, refer to the support article: Payments - How to Issue a Stand-alone Credit.

• Issuing Partial Credits:

  A credit may be issued for an amount less than the total order value. This applies to both follow-on and stand-alone credits, providing flexibility in handling customer refunds.

Issuing a Follow-On Credit

• In the Business Center:
  1. Sign in to the Business Center.
  2. Select "Transaction Management" from the left navigation bar.
  3. Perform a search for transactions using the Advanced Search feature.
  4. Select the Request ID for the transaction you want to credit. The Transaction Management Details page will appear.
  5. Select "Credit" to view the Credit Card Credit page.
  6. Enter the amount you wish to credit and, optionally, the reason.
  7. Select "Credit" and confirm the action.
• Through the API:

  Follow the instructions in the "Credit Card Processing > Crediting a Payment" subsection of the document: Credit Card Services Using Simple Order API or REST API.

FAQs

• Why am I missing the “Credit” option in the Business Center?
  • The transaction may still be batched or in PENDING status. Refer to the support article: "How to Void a Credit or Settlement Transaction".
  • The transaction may be an Authorization, not a Sale or Settlement. Refer to the support article: "How do I delete or reverse an authorization?".
• How do I search for the status of my credit?

  To locate your transaction within the business center, refer to the support article: "Search for transactions using advanced search in Business Center".

• My credit shows a status of “transmitted” but my customer says they haven’t received it yet. What’s going on?

  Credits follow the standard settlement process. Once transmitted, your Merchant Service Provider (Acquirer) receives the batch containing the credit. For ETAs on when the credit will appear in your customer's bank account, contact your Merchant Service Provider.

• I accidentally credited a customer twice, what do I do?

  To cancel a duplicate credit, refer to the support article: "How to Void a Credit or Settlement Transaction".

• I was emailed that my batch failed, which contained my credit. Why did it fail?

  For more information on failed batches, refer to the support article: "How to find transactions that failed to batch and why".