How do I issue a refund?

If a customer reports that he/she has been mistakenly charged or overcharged, merchants can conveniently issue a refund to them via the “View Collections” page.

Note that refunds can only be issued for: 

• Collections with collection status “Successfully Complete”.

• FPX mandates only. The system cannot generate refunds to credit card mandates authorised by MPGS because credit cards are tokenised thus account details cannot be accessed.

To issue a refund:

1. Click on the main menu.

2. Select “Collections” > “View Collections”.

3. Click on “Detail View”.
   

4. Look for the Reference Number(s) and/or customer(s) of interest. Click on the checkbox to the left of each line item you want to issue a refund to.
   
   

5. Click on “Refund”.
   

6. Fill up the pop-up form (note that “Refund Amount” cannot exceed “Collection Amount”) and click “Create”.

7. You may view the status of each refund by clicking on the main menu > “Payouts” > “View Payouts”. Refunds are labelled as “Refund” under the “Purpose” column.