Refunds

Refunds can be initiated only for transactions that are CHARGED. The refunded amount will be settled to the same payment method that the customer used for making the payment.

Initiating Refunds

There are 2 ways to initiate refunds:

1. Using Juspay Dashboard

   Individual Order Refund

   Batch Refund

2. Refund using API

Individual Order Refund (Manual Refund)

Manual refund can be created for individual transactions by following below steps:

1. Login to Juspay Analytics Dashboard and Navigate to Orders under EC Operations.

2. Navigate to the order for which you need to create refund and click on Create Refund.

3. You will get a popup with all the order information. Enter the amount and click on Initiate Refund.

Batch Refund

Users can mark multiple refunds by uploading a single file by selecting Batch Refund in Juspay Dashboard. Follow steps mentioned below:

1. Login to Juspay Analytics Dashboard and Navigate to Refunds under EC Batch Operations.

2. Click on Create Batch Refund and Download the sample CSV file to check the details and the format in which you need to upload the file.

3. Once your batch refund CSV file is ready, Upload.

Refund Status

Auto Refund

Auto refunds are used to automatically process refunds for specific transaction scenarios such
as conflicted transactions, multiple charged transactions, mandate register transactions and failure to success transactions within fulfilment window.

1. Conflicted Transactions

Conflicted transactions occur when a late success/charged response is received from the
gateway (the previous status of the transaction can be either failure to pending). If you have enabled the feature on the Juspay dashboard, an auto refund will be
triggered.

Important Note:

● Auto refunds do not work for conflicted transactions in mandate register or mandate
payment cases.

Steps to Enable Auto Refunds for Conflicted Transactions:

1. Go to your Juspay Dashboard > Payments > Settings > Conflict.
2. Enable the toggle for Auto Refund of Conflicted Transactions.
3. Set the Auto Refund of Conflicted Transactions Threshold in Mins (default is 10
minutes). This is the time limit after which a late success will be auto-refunded.

2. Multiple Charged Transactions

Multiple charged transactions occur when two or more transactions are charged for the same order. If a subsequent transaction is charged after the initial one, an auto refund will be triggered for the latest charged transactions.

Steps to Enable Auto Refunds for Multiple Charged Transactions:

1. Go to your Juspay Dashboard > Payments > Settings > Conflict.
2. Enable the toggle for Multiple Charged Transactions.

3. Mandate Register Transactions

Mandate register transactions involve conflicts where multiple transactions are charged during the mandate registration process. An auto refund can be triggered for these conflicted transactions.

Steps to Enable Auto Refunds for Mandate Register Transactions:

1. Go to your Juspay Dashboard > Payments > Settings > Conflict.
2. Enable the toggle for Auto Refund of Mandate Register Transactions.

4. Failure to Success Transactions

This feature allows you to automatically refund transactions that transition from Failure to
Success. It helps manage cases where transactions move from Failure to Success within a
specified fulfillment window. Merchants can allow customers to retry the transaction confidently, and Juspay will automatically issue a refund if the transaction later succeeds.

Key Advantages:

• No Need for Status Checks: You no longer need to manually check the status of
  transactions. Juspay will handle the status updates and automatically process refunds
  for transactions that fail but later succeed within your fulfilment window.

• Confident Retries: This feature enables customers to retry transactions instantly without
  worrying about previous failures. This helps reduce drop-offs and increases satisfaction.

Steps to Enable Auto Refunds for Failure to Success Transactions:

1. Go to your Juspay Dashboard > Payments > Settings > Conflict.
2. Enable the toggle for Auto Refund of Failure to Success Transactions.
3. Configure the Fulfilment Window to define the time period during which the transaction
can move from failure to success before triggering the auto-refund.

5. Notify on Status Conflict

This feature notifies you whenever a conflict occurs between the transaction status in Juspay’s system and the underlying payment gateway.

Steps to Enable Notify on Status Conflict:

1. Go to your Juspay Dashboard > Payments > Settings > Conflict.
2. Enable the toggle for Notify on Status Conflict.

Provide an email ID in the Conflict Status Email field to receive notifications.

Updating Refund Status

1. Order Status API: You need to poll this API and fetch refund details from the refunds block in the API response. Refer Order Status API Section to know in detail.

2. Webhook: Consume ORDER_REFUNDED and ORDER_REFUND_FAILED and REFUND_MANUAL_REVIEW_NEEDED webhooks to update the refund status real time. Refer Transaction Status Section to know in detail.