Buckaroo Support - EN

Refund

You can refund a payment from the Buckaroo Plaza. Search for the transaction in the transaction overview and click on it to go to the transaction screen. Click on the Actions button in the transaction screen. If executing a refund is possible, the option Refund will be displayed.

Amount

You can adjust the amount that has to be refunded in the refund screen. The amount to be refunded can never exceed the amount the customer has paid initially: this will be verified by Buckaroo. The Sepa Direct Debit payment method comes with an enhanced risk with regard to refunds. It needs to be borne in mind that the customer maintains the right of payment reversal after the refund of a Sepa Direct Debit payment and that a payment reversal can even be made after the refund has already been executed. In this scenario, the customer will recover the amound previously paid not just once but twice. If the invoice is however protected with Credit Management, this will be activated immediately and demand a payment equal to the reversal of payment.

Balance

Refunds can only be processed if the Buckaroo balance is sufficient. Otherwise, the refund requests are queued. You can find them in the Buckaroo Plaza by clicking on Transaction > Rejected refunds and payment orders. When the balance is sufficient, the refund that was queued can be sent again.

Description

By using the refund screen, you can also add a desription to the refund which can be displayed on the customer’s account statement. With regard to a refund action, it is particularly important that invoices with Credit Management will also be issued a credit note. Without the credit note, the Credit Management will be actived directly following the refund.

 

Approvals

It is possible to demand the authorize of refunds by multiple users. The description of this function can be found on the Manage Authorizarions page.

Refunds for Afterpay

Previously, the refunds for Afterpay transactions could be executed via the regular transaction overview. Because a new Afterpay link has been installed, this process has however changed.

For refunds, follow the steps below:

  • Go to the Buckaroo Plaza
  • Select the Services option
  • Select Afterpay
  • Select the option Filter based on order
  • Select Captures
  • Select Refund, as shown in the screen below 

After selecting Refund, you can choose between two options:

  1. A refund can be executed on article level by selecting the number of return items behind the article. Subsequently select Execute.
  2. A refund can be executed for a specific amount. This option is often used when there’s a discount or price correction. A new article is then added as a refund. Add an article number or reference and an amount to this article, as well as a VAT rate. Select Execute.
Refund failed or not executed / Queued

Occasionally, a refund remains queued (status 793). This is usually because the balance is insufficient and refunds cannot be executed.

  • You can increase your balance via Report > Account statements > Increase balance. Or you can wait until the balance is sufficient enough.
  • Subsequently, you can excute the refund via Report > Rejected refunds and payment orders > select Refund(s) > Execute selection again.

Please note: If a refund is queued, it is not possible to create a new refund! This is done in order to prevent that a refund is created twice (and consequently executed twice).

A refund can also be rejected (status 690). Possible reasons:

  • The amount you’re trying to refund exceeds the amount of the original transaction.
  • As pointed out above: a refund has already been queued and you are trying to create a new refund. This new attempt will be rejected immediately.
How long is the refund processing time?

There’s a processing time between the moment the refund is executed and the moment the amount is actually paid into the customer’s account. This processing time varies per payment method.

Payment method Number of days
iDeal 2 working days
Creditcards 1 to 4 weeks (depending on which bank issued the card)
Sofortbanking 4 working days
Bancontact 2 working days
EPS 4 working days
PayPal +/- 2 working days