1. What is a Refund?

A refund is the process of returning a payment to your customer. At OnePay, we support merchants in reversing payments securely and efficiently when required.

2. How to Initiate a Refund

You can request a refund easily via your OnePay Merchant Dashboard:

  1. Log in to your OnePay account
  2. Go to the “Transaction History Report” section
  3. Search for the transaction you wish to refund
  4. Click on the payment to view details
  5. Click the “ Refund” button in the right side corner

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  1. Select whether you want to process a full refund or partial refund
  2. Enter the refund amount and click "Refund" button

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After initiating a refund):

  1. Your merchant portal status will change to "refund initiated" and you'll receive an email confirmation
  2. OnePay will verify available funds from pending payouts
  3. Once approved by OnePay admin, the status will update to "refunded" and both merchant and customer will receive email notifications

★　Please note: Refunds take 5-10 business days to appear on your statement.

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3. Types of Refunds