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How to Refund and Cancel a PayPal Payment in our Software

  • Updated

In this article, you will learn how to handle refunds and cancellations for PayPal payments in our software when refunds are not directly possible in the system. This includes refunding the payment through PayPal, notifying our support, and canceling the booking in the member’s account.

Overview of steps:

Fast lane:

  1. Log in to your PayPal account and refund the payment directly to the member’s PayPal account.
  2. Open a ticket with our support and provide the PSP reference and confirmation of the refund.
  3. Wait for our support to cancel the payment in the member’s account.

Refund the payment via PayPal

As our software does not allow direct refunds for PayPal payments, you need to process the refund manually via your PayPal account. Follow these steps:

  1. Log in to your PayPal business account
  2. Locate the transaction you want to refund (use the member's details or transaction ID for reference).
  3. Click on Refund Payment and follow the steps to complete the refund process to the member’s PayPal account.
  4. Take note of the transaction ID and confirmation of the refund for documentation.

Send a ticket to our support with details

Once the refund has been processed in PayPal, you must notify our support team to cancel the booking in the member’s account.

  1. Open a ticket in the support system or email the support team directly.
  2. Include the following details in your ticket:
    • The PSP reference (payment reference number from PayPal).
    • A note confirming that you have refunded the payment via PayPal.
    • Any additional documentation (e.g., a screenshot of the PayPal refund confirmation).

Cancellation of the payment by our support

After our support has reviewed your ticket and confirmed the refund, they will:

  1. Cancel the PayPal payment in the member’s account.
  2. Ensure the booking is no longer active, without initiating another refund from our system.

This process ensures that the member has been refunded correctly and the booking is properly canceled in the system.

If you have additional questions or need assistance during the process, feel free to contact our support.

 

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