Functionality not yet available
This functionality will go live on Monday, February 10, 2025.
Payments on your account that are open and have an unapplied amount can be refunded if they meet certain eligibility requirements for the account and the payment. All automated refunds are paid by an ACH payment.
The qualifying requirements to request a refund include:
- your account must be active and cannot be in a suspended status
- your account can not have any current late invoices
- the payment itself must be older than 14 days and the unapplied amount of the payment must be greater than $30
Request a Refund via the Customer Portal
To request a refund from your Customer Portal:
- After logging in to your account, navigate to the ‘Payments’ page
- Locate the payment you are looking to refund and click the three dot ‘kebab’ drop-down menu
- If the payment meets the required eligibility requirements, then the option ‘Request Refund’ will be an available option in the drop-down menu
- Click ‘Request Refund’ and complete the validation details to continue the refund request process
Alternatively, you can continue to request a refund by phone or email by contacting support. You can find the program support contact details in the footer of your customer portal:
Refund Request Validation
When requesting a refund, you will need to confirm some information about the bank details related to the payment you are requesting a refund for. These required details include:
- Bank Name
- Business Name
- Bank Routing or SWIFT Number
- Bank Account Number
Here is a screenshot of the details required:
In addition, you will need to provide a reason for the refund. Any additional details that may be helpful to the refund request can be added in the comments box. Here is a screenshot of the these fields:
Once you have entered the details, you will click the ‘Request Refund’ button to proceed. A confirmation modal will pop-up and ask you to confirm that the details given are accurate and valid, and that this account is currently active. If the details are correct and the account is active, then you will confirm by checking the box. Click ‘Confirm Details’ to proceed and request the refund.
Automated Refund Successful
If the bank details related to the payment are accurate and there are no other disqualifying criteria, then you will receive a popup message advising success. Your payment status will be updated to ‘refunded’ and an ACH payment will be initiated to the bank account related to the payment.
Automated Refund Unsuccessful
If the bank details related to the payment were not accurate or there was other disqualifying criteria, then you will receive a popup message advising the automated refund was unsuccessful. This does not mean you will be unable to receive a refund, but rather that the refund request could not be processed in an automated fashion.
You will need and want to contact support by email or phone to continue your refund request and will want to reference the Refund Request ID given in this message. This refund request ID can also be obtained on the ‘Requested Refunds’ tab of the Payments page.
Review Refund Requests
You can review previous refund requests by clicking on the Refund Request tab on the Payments page. From this tab, you can review:
- Payment ID of payment
- Refund Request ID
- Date refund request was made
- Refund request reason
- Refund request status
- Amount of refund request
