How do I issue a credit or refund to a customer with Payflow?

We offer a number of different methods to issue a credit or refund to a customer. 

Method 1: Multiple Credits

Use multiple credits to issue credits for multiple transactions or when you don't know the transaction ID. You can issue up to 50 credits at a time. Here's how: 

1. Log in to your PayPal Manager account. 
2. Click Virtual Terminal. 
3. Click Multiple Transactions. 
4. Select Credit under Transaction Type. 
5. Select a date range and click Continue.
6. Select the transactions you wish to credit by checking each applicable box. 
7. In the Amount field, enter the amount you wish to refund. Don't enter a negative number or dollar sign ($).
8. Click Credit. You must complete the credits on the current page before continuing to the next page because clicking Next will remove the checkmarks from the transactions on the previous page. Note the new transaction IDs issued for the submitted results. 

Method 2: Single Transaction Credit

If you can't locate the transactions to credit, we recommend that you perform a Single Transaction Credit by replacing step 2 from Method 1 with Single Transaction. 

Method 3: Credit Card - Reference Credit

Here's how: 

1. Log in to your PayPal Manager account. 
2. Click Virtual Terminal. 
3. Click Single Transaction. 
4. Select Credit under Transaction Type. 
5. Enter the Original Transaction ID of the transaction to be credited. You must currently be processing with the same merchant bank or processor as the original transaction. If not, secure the credit card number from your customer to perform a non-referenced credit. 
6. Enter the Amount to refund. Don't enter a negative number or dollar sign ($). 
7. Click Submit. Note the new transaction IDs issued for the submitted credit. 

Method 4: Credit Card - Non-Reference Credit

Here's how: 

1. Log in to your PayPal Manager account.
2. Click Virtual Terminal. 
3. Click Single Transaction.
4. Select Credit under Transaction Type. 
5. Enter the credit card number to which you want to issue a credit. 
6. Enter the Amount to refund. Don't enter a negative number or dollar sign ($).
7. Click Submit. Not the new transaction IDs issued for the submitted credit. 

Note: To issue a non-reference credit, you must have non-reference credits enabled on your account within the Transaction Settings. 

Here's how: 

1. Log in to your PayPal Manager account. 
2. Click Account Administration. 
3. Click Transaction Settings. 
4. Verify that you have permission to (a) process credits that exceed the original transaction amount and (b) process non-referenced credits. Non-referenced credits aren't supported unless both settings are Yes. 
5. If one or both of the settings in step 4 are set to No, ask an admin user to contact Payflow Support and ask to have both Credits may exceed the original transaction amount and Allow non-referenced credits set to Yes. 

About credit refunds
A credit transaction (TRXTYPE=C) returns the specified amount to the account holder. You don't need to have the credit card number available if you have the original reference ID (PNREF) that was issued with the transaction. If you issue a credit referencing a PNREF without specifying an amount, we use the amount of the original transaction. If you're performing a reference credit, the PNREF being referenced must be one of the following:

• Sale (TRXTYPE=S)
• Delayed Capture (TRXTYPE=D)
• Voice Authorization (TRXTYPE=F)

Issuing credits
We recommend that you issue a credit only if the original transaction has already settled. Instead of issuing a credit to transactions that aren't settled, you should void the transaction. You must have admin or FULL_TRANSACTIONS permissions to issue a credit.

Issuing credits that exceed the original transaction amount
You can issue multiple credits to the same transaction for a total credit greater than the original amount, based on your transaction settings. Use caution when issuing multiple credits.

Here's how: 

1. Log in to your PayPal Manager account. 
2. Click Account Administration. 
3. Click Transaction Settings. 
4. If Credits may exceed original transaction amount is set to Yes, you can issue a credit for an amount greater than the original amount. To enable this feature, ask an admin user on the account to contact Payflow Support. 

Issuing credits when changing banks or processors
If you've changed merchant banks or processors, you can't issue a credit to a transaction authorized with the previous merchant bank or processor using the original Transaction ID. Issue a refund to your customer using a company check or other non-reference credit.  

Using test credit card numbers
Credit type transactions aren't checked before settlement, so the transaction settles if you use a test credit card number. However, the test credit card number will be rejected after it is sent to the banks for processing.  

Note:  If you're processing transactions through PayPal, you'll also need non-reference credits enabled on your account. Ask us to enable non-reference credits for your Live account. To request approval, contact Customer Support.