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:
Click on the main menu.
Select “Collections” > “View Collections”.
Click on “Detail View”.
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.
Click on “Refund”.
Fill up the pop-up form (note that “Refund Amount” cannot exceed “Collection Amount”) and click “Create”.
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.
