Refunds & Voids

Note: By default, PayPal requires refunds to be issued within 60 days, but this can be changed by contacting PayPal.

You can issue refunds in the BigCommerce control panel, but manual voids are not supported. For refund instructions, look here. For details on fees that may be credited back to you after issuing a refund, look here.

Refunds

A refund transfers funds from your merchant account to the customer's account. Refunds are always associated with a transaction that has settled, meaning the funds have already been transferred from the customer to the merchant.

A refunded transaction goes through the typical settlement process; as soon as the refund settles, the funds are sent back to the customer's bank account. The customer's bank may take a couple of days to deposit these funds, so it is normal for your customer to experience a small delay.

Finding a missing refund

Occasionally a customer's bank may have trouble routing a refund to their account, particularly if their card has been lost, stolen, or closed. When this happens, depending on the bank, they might attempt to re-route the funds to the appropriate account, mail the customer a check, or return the funds to your merchant account.

If one of your customers is not seeing a refund that shows that it was successfully issued through Braintree, we recommend that the customer contact their bank directly to locate it. If they are unable to do so, please contact the BigCommerce Support team.

Voids

A void will cancel the transfer of funds from the customer to the merchant before the transaction settles. When a transaction is voided, the original authorization should disappear from the customer's statement within 24 to 48 hours. Because BigCommerce doesn’t support manual voids in their control panel, a transaction will only be voided if the Braintree gateway issues a void request automatically based on your gateway settings (e.g. AVS or CVV rules).

Note: Some banks don't recognize void requests immediately. It's possible that after a void is issued, your customer will still see the pending charge. If this happens, have your customer call their bank; the bank should be able to see the void request and update your customer's bank statement accordingly.

Still have questions?

Chat with the BigCommerce support team today.

1-888-699-8911