To issue a partial or full refund on a recurring sale, you will need to login to your account at https://www.2checkout.com/va/. From here you can click on the “Sales” tab near the top of your account homepage and then select the “List” sub-tab. You can then click on either the sale number you wish to cancel/refund under the sale list or use the “Sale Search” form to search for an order.

To refund the entire sale, click on “Refund Sale” on the top left of the sales details page. To issue a refund for an individual installment, you will need to click on the “Refund” link listed under the refund column for the invoice. There will be an invoice entry for every installment. When issuing a refund you will be required to select a reason for the refund, enter a comment and click on submit refund. To cancel the recurring billing click on the “Stop This Recurring” link listed by the product name.

Please note: The refund option may not be displayed on a sale based on the following criteria:

• Your username does not have authorization to issue refunds (basic editing access).
• The sale is over 60 days old.
• The invoice has no balance left to refund.
• For a line item refund, the line item has already been refunded.
• For a line item refund, the line item amount is more than the
  remaining balance on the invoice (this can happen on an invoice with one
  line item and a coupon or on an invoice with a partial refund).
• It’s an online check order that has not been deposited.

Please feel free to contact us directly for refund assistance.

If you are a customer who has a recurring service that is billed through 2Checkout.com you will wish to contact 2Checkout.com directly by clicking here.

It normally takes 3-4 business days for the Credit Card company to update your balance and show the refund.

If you have not received a payment as expected, please review all of the following before contacting 2CO in regard to your claim.

>>Has Adequate Time Passed?

• Check payments are mailed first-class air mail to anywhere in the world. 2CO has no way of guaranteeing any time period for receipt due to the varying degrees of dependability of other postal services worldwide. A standard rule-of-thumb would be to permit checks fourteen (14) business days before reporting the check as lost. Please refer to the Related Articles links below for additional procedures and fees that may apply.
• Wire transfers can take between ten to twenty one business days to be completed. The length of time is dependent upon the number of inter-bank transfers that are required to move funds from our banking institution to yours. We are notified by our bank when any funds are returned as undeliverable. It is very important to make certain that wire transfer instructions are correct. Failures result in high banking fees that 2CO will transfer to you.
• ACH (direct deposit) transfers are generally completed within two to three business days. Occasional problems can be experienced with the batch transmission, but 2CO makes every attempt to minimize any delays as soon as we are notified of a problem.

>>Payments to new accounts can be delayed due to the verification process. Please refer to the appropriate Related Article for additional information on this requirement.

>>Accounts establishing within five days of the close of a pay cycle are not eligible for payment release. Please take this into consideration before reporting a problem.

—-Related Articles—-

• What is the Verifications Process?
• Where do I Set My Release Level?
• How do I tell 2Checkout.com how to make Payments to me?
• How and When Will I Be Paid?

To ensure that you are not operating in Demo Mode, please completely remove any instance of demo=, demo=Y or input type=hidden name=demo value=Y.

The demo mode is also controlled by an account level setting inside of your 2Checkout account. Log into your account and access the “Look & Feel” settings and be sure you have not selected for all sales to be demo sales with the Account Demo Setting option.

When using the Demo feature for testing purposes, please be certain to clear the cookies in your browser between tests to ensure the new account settings have been applied. For more information on clearing the cookies please click here.

If you are still having problems after completing these checks, please submit a tech support ticket.

The most likely reason for a failed authorization is a mismatch between the address, full name or the CVV code you provided, and the address, full name or CVV code on record for the credit card billing. Confirm that you have entered this information correctly, and try again.

You may also want to clear the cookies in your browser and also ensure that your pop up blocker is turned off while you are placing your order. Click here for information on clearing cookies and disabling pop up blockers.

If the problem continues, please contact your credit card company for additional information.