Refunds

    Content of this article

    1. Preliminary Remarks
    2. Refunds
    3. Use Case

    1. Preliminary Remarks

    In the Refunds log all (partial) cancellations, which have been triggered by invoice corrections, invoice cancellations and cancellations, are logged here.
    The status can be changed manually. The status change can also be automated via API.

    2. Refunds

    All refunds are listed in the list view.
    The status indicates whether the refund is Rejected or Closed. These statuses are generated automatically via the interface to the corresponding PSP. The statuses Open, In Process and Already Refunded can be set by the merchant to log the progress of any failed refunds.
    Via Commands, the status can be manually changed. All changes are logged as well.
    The status change can also be automated via API: Refunds/operation/updateRefundStatus

    Note: If the status is changed by the merchant or via the API, this has no effect on the actual situation. The status is only used to log the progress (see Use Case below).


    By clicking on the plenigo Transaction ID, the Transaction log opens, filtered by the respective transaction ID to retrace the transaction.

    3. Use Case

    Due to a partial cancellation in the merchant backend, the amount must be transferred back to the end customer. The end customer has stored PayPal as the payment method.
    plenigo transmits the refund to PayPal and PayPal attempts to credit the refund to the end customer's PayPal account. This process is automated. This results in two scenarios:

    1. The PayPal account is active and the refund can be credited to the end customer. If the refund is successful, PayPal transmits the "Closed" status to plenigo. The refund in the Log Center receives the status "Closed".
    2. The PayPal account is inactive and the refund cannot be credited to the end customer. PayPal transmits the status "Rejected" to plenigo. The refund in the Log Center receives the status "Rejected".
      In this case, the merchant must take action and, for example, inform the end customer and ask them to provide their IBAN so that the amount can be transferred to their bank account. The merchant now has the option of manually setting the status to "In Process" in the refunds. This helps to log and track the progress. As soon as the amount has been successfully refunded, e.g. by bank transfer, the merchant can set the status to "Closed".




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