Refunds

Overview

Refunds are automatically triggered whenever an invoice is canceled — fully or partially — for example through an invoice correction, an invoice cancellation, or a cancellation in the Merchant Backend. Every refund is logged in the Refunds log, where you can manage its status and trace it back to the original transaction.

Limitations
A refund can only be paid out to the payment method the invoice was originally paid with. It is not possible to redirect a refund to a different payment method. If this payment method is no longer valid, you need to take care of refunding the money outside of Frisbii Media.

Refund statuses

All refunds are listed in the list view. Each refund has one of the following statuses:

Open — the refund has not yet been processed. Can be set by the merchant.
In process — the merchant is actively working on completing the refund. Can be set by the merchant.
Already refunded — used to log that the refund was completed outside the automated flow. Can be set by the merchant.
Closed — the refund was completed successfully. Set automatically via the interface to the corresponding PSP.
Rejected — the refund could not be completed. Set automatically via the interface to the corresponding PSP.

Use Commands to change a status manually. All changes are logged. The status can also be changed automatically via the API: Refunds/operation/updateRefundStatus.

Note
If the status is changed by the merchant or via the API, this has no effect on the actual outcome of the refund. The status is only used to log the progress — see the application example below.

Trace a refund

Click the plenigo transaction ID to open the log Transactions, filtered by the corresponding transaction ID, so you can trace the transaction.

Application example

Due to a partial cancellation in the Merchant Backend, the amount must be transferred back to the end customer. The end customer has entered PayPal as the payment method.

Frisbii Media transmits the refund to PayPal and PayPal attempts to credit the refund to the end customer's PayPal account. This process is automated. This results in two scenarios:

The PayPal account is active and the refund can be credited to the end customer. If the refund is successful, PayPal sends the status "closed" to Frisbii Media. The refund in the Log Center is given the status "closed".
The PayPal account is inactive and the refund cannot be credited to the end customer. PayPal transmits the status "Rejected" to Frisbii Media. The refund in the Log Center receives the status "Rejected".
In this case, the merchant must take action — for example, inform the end customer and ask them to provide their IBAN so the amount can be transferred to their bank account instead. The merchant can manually set the status to "in process" to record and track progress. As soon as the amount has been successfully refunded, e.g. by bank transfer, the merchant can set the status to "closed".