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Why Can't I Refund a Digital Gift Card

In the instance when you attempt to refund a Digital Gift Card via the Facilipay Dashboard and message or error is presented preventing this from going through this is what should be checked

You may need to refund a Digital Gift Card that a customer has purchased. For example, the customer may no longer need the card, or the transaction may have been processed twice.

Can a partially redeemed Gift Card be refunded?

A Digital Gift Card cannot be refunded through the Facilipay Dashboard if its balance has been partially or fully redeemed.

This is because the system has detected that some or all of the original payment has already been used to purchase goods or services.

If you decide to provide the customer with a partial refund for the remaining value, this would be a business decision and would need to be processed outside of the Facilipay Dashboard.

Refunding the original transaction through Facilipay

If you need to refund the original Gift Card transaction through the Facilipay Dashboard, the Gift Card must first be restored to its original balance.

Example:

A Digital Gift Card was originally sold for €50.

The customer has since redeemed €20, leaving a balance of €30.

To refund the original €50 transaction through the Facilipay Dashboard, you will first need to top up the Gift Card by €20, restoring its balance to the original €50. This can be done via your POS or Virtual Terminal.

Once the full original balance has been restored, the refund can be processed through the Facilipay Dashboard.