Kavi Help CenterKavi® Commerce Help
| Chapter 6. Issue a Refund | ||
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Part III. Kavi Commerce Pages | 
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Table of Contents
The Issue a Refund page allows you to refund the original transaction amount in part or full. Refunds can only be issued for transactions that are 'Charged' or that previously failed to issue a refund and are now 'Failed Return'. Multiple refunds can be issued as long as some remaining balance is still charged.
If you want to cancel a transaction, use this page to issue a full refund, which in essence cancels the transaction.
Important
Issue refunds in the application that created this transaction.
For example: if this transaction was created by Kavi® Billing, you should use the Kavi Billing tool for issuing refunds rather than this Kavi® Commerce tool. This will ensure that Kavi Billing sends out all the appropriate communication to the cardholder and keeps the billing information up-to-date.
Back to topIssue refunds for transactions created by Kavi Commerce.
Issue refunds when the refund tools in the application that created this transaction are broken or missing.
Refund the entire transaction amount— in effect canceling the transaction.
Enter the transaction information into the search fields then click Search. Leaving all fields blank will show you all the transactions in the database. If you search by more than one field (e.g., date created plus card holder), the results will only show transactions that match both search criteria.
You may enter full or partial values in the search fields. For example, entering an Order Id of '12' into the search field will match Order IDs of '08123' and '12345' as well as '12'.
Note
Search by the transaction's Order ID to find a specific transaction quickly.
Click the button next to the transaction and then click Select. If there is only one transaction, it will be pre-selected for you. If you do not see the transaction you are looking for, you can change the number of results shown on the page or click Back to try the search again. Entering more details in the search will result in a smaller number of transactions from which to select.
The transaction information is shown at the top of the page. Enter the refund amount at the bottom and a message for the gateway message log. You will have an opportunity to preview this refund before it is issued.
Verify that the refund amount and the new amount are what you expect, then click Save. The refund request will be sent immediately to the gateway. If the refund succeeds, the transaction's new status will be Returned.
Successful refunds will be marked as 'Returned'. Failed refunds will be marked as 'Failed Return'. Usually, if a refund fails, it is because of an internet connection problem somewhere in the ecommerce chain. You can attempt to refund the transaction again at a later time.
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| Chapter 5. Manage a Transaction |  |
Chapter 7. Complete a Transaction |