If an order or recurring installment is in approved status it can still be canceled without the customer being charged or 2Checkout fees applied to the suppliers account. If an order is in pending or deposited status a total or partial refund can be issued to the customer. If the order was passed in using our plug and play parameters individual products and shipping charges can also be refunded by using our line item refund feature.

To cancel or refund an order please follow these steps:

1. Click on the Sales Tab near the top of your account homepage.
2. Click on either the sale number you wish to cancel/refund under the recent sales display or use the sale locater to bring up the order.
3. To issue a refund click on the Refund Sale button on the top left of the order.
4. Here you will be required to select a reason for the refund, enter a comment and click on submit refund.

To issue a partial refund please follow these steps:

1. Click on the Sales Tab near the top of your account homepage.
2. Click on either the sale number you wish to partially refund under the recent sales display or use the sale locater to bring up the order.
3. To issue a partial refund click on the “Issue Partial Refund” button directly under the invoice number.
4. Here you will be required to select a reason for the refund and enter a refund amount, enter a comment and click on submit refund.

To refund a line item please follow these steps:

1. Click on the Sales Tab near the top of your account homepage.
2. Click on either the sale number you wish to access under the recent sales display or use the sale locater to bring up the order.
3. To issue a line item refund click on the refund button listed in the refund column between the product name and amount.
4. Here you will be required to select a reason for the refund, enter a comment and click on submit refund.

To cancel a recurring billing please follow these steps:

1. Click on the Sales Tab near the top of your account homepage.
2. Click on either the sale number you wish access under the recent sales display or use the sale locater to bring up the order.
3. 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.

Related Articles:

• Is There a Time Limit on Issuing Refunds?
• What Are 2Checkout’s Refund and Dispute Policies?
• Adding Sale Comments

A key aspect of this information is active tracking of refund and bank dispute amounts and percentages. These percentages play a key role in 2Checkout account evaluations, as well as determining the level of the rolling reserve that is applied to accounts.

2Checkout maintains the following criteria for acceptable refund and bank dispute percentages:

• Refund amounts should not exceed our acceptable limit of 10%.
• Bank Assisted dispute levels should not exceed our acceptable limit of 1%.

Percentages above these levels may lead to reserve increases, and can be detrimental to the overall profitability of your company.

Refunds and Bank Assisted Disputes that are deemed fraud related are weighted differently than those issued for service related issues, yet these stats should be monitored as well.

2Checkout encourages all vendors stay current on their account statistics and are proactive in using these tools to ensure the overall health and good standing of their accounts.

2CO requires all suppliers to clearly and concisely post the terms under which a product can be returned for full credit or a recurring billing cycle can be terminated. The policy should be clearly posted, easy-to-understand and provided to our Customer Care team for posting on your account. Only by requesting that the policy terms be included in our internal administration system can we be assured of notifying any customers as to terms that may be specific to a product or service supplied to us.

In most instances you will be notified as to any inquiry or complaint associated with the product you are supplying. If, however, 2CO determines that a failure to quickly cancel or refund a transaction would result in more harmful and costly chargeback procedures than it is likely that a refund or cancellation with be immediately transacted.

A chargeback is a forced refund from a bank/credit card provider. Each credit card provider has different policies and regulations regarding chargebacks. Please contact 2Checkout.com’s Dispute Department at chargeback@2CO.com for further assistance or review the following articles for additional information on chargebacks and tools that can be used to minimize disputes.

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.

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.

This policy should be easy to understand and clearly posted on your site. It should also be sent to 2CO via a ticket system request for notation on your 2CO account.

It is possible, however, for a customer to obtain a bank-initiated refund (chargeback) for six months after the date of the order. In some instances, this period can be extended to up to one year. It primarily depends upon the nature of the complaint and the card-issuing bank involved.

As a general rule of thumb, it is often in the best interest of both yourself and 2CO to issue a refund whenever it is apparent that no other action is going to satisfy the customer. The rules that govern transactions are written to favor the consumer in almost every instance.

For additional information on these topics please review the following articles:

What is a Chargeback?

How can I help to reduce the number of customer disputes?

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.