If a refund needs to be processed by the support team, it can be completed through Stripe.
Open the Stripe Dashboard.
Find the relevant transaction by either:
Searching for the payment reference, or
Navigating to the relevant Platform and Connected Account.
Select the payment to open its details page.
Click the Refund button located in the upper-right corner.
Enter the refund amount value.
Tick the box for Refund the application fee, if it requires to be refunded.
Select a Reason from the drop-down list.
Add a note if required.
Click Refund to confirm.
📌Note: The refund amount can be a full or partial refund, up to the original payment value.
Once submitted, the payment will be refunded.
For information on how sub-merchants can process refunds directly, please refer to on refunds via Access Pay Hub.