Issuing a Refund on the Zopa Dashboard for Payments

In the event that you need to issue a refund to a customer, you’ll have a few options depending on the original payment method. Below you will find detailed guides on how to issue refunds and address common questions related to refund tracking & timelines.

You can find more information on transaction lifecycles here, otherwise read on to perform a refund.  

A refund is the movement of funds back to your customer after has been successfully processed.

*Note - if a card transaction needs to be refunded on the same day of the transaction (before 10pm), please follow the issuing a void process.

ℹ️ How to refund a Pay by Bank, Pay by Card, Klarna, Clearpay, or PayPal transaction

You can issue refunds via either your shopping cart provider, or through the Zopa Dashboard.

WooCommerce

If you use WooCommerce, you can issue full or partial refunds from the “Orders” page (WooCommerce refers to these as "automatic refunds"):

1. Go to: WooCommerce > Orders.
2. Select the order to refund.
3. Go to the order summary, and select Refund to start.
4. Specify the quantity of the product(s) to be refunded in the text box(es) that appear for each line item. The refund amount will automatically adjust based on the products refunded. If inventory levels are not managed, you can also enter the Refund amount, without adjusting the product quantity.
5. If the quantities of items are not set when issuing a refund then the order is not marked as refunded and the email that is sent will say “partial refund.”
6. Add refund notes, if desired.
7. Press Refund.

👀 Example of a partial refund in WooCommerce:

More information on issuing refunds via WooCommerce can be found in the WooCommerce Help Center.

Magento

If you use Magento 2, you can issue full or partial refunds from the “Orders” page:

1. Log in to your Magento 2 admin panel.
2. Click on Sales in the main menu, then select Orders.
3. Find the order for which you want to issue a refund and click on it to open it.
4. Select Invoices and then "View" on the one you'd like to refund. 
5. Click on the Credit Memo button in the top right corner.
6. Fill out the fields for the credit memo, including the reason for the refund and the amount to be refunded.
7. Click on the Refund button to issue the refund (selecting Refund Offline will only update Magento and not send funds back to your customer via Zopa).

👀 Example of a partial refund in Magento:

More information on issuing refunds via Magento can be found in the Adobe Commerce Help Center.

Zopa Dashboard

You may also issue a partial or full refund for an order through the Zopa Dashboard as follows:

1. Log in to your Zopa Account.
2. Navigate to the Order you wish to refund and click on it to open it.
3. Click on the Refund button.
4. Enter the Refund amount, keeping in mind the Refundable amount.
5. (Optional) Enter a Reason for the refund.
6. Click on the Refund button.

👀 Example of initiating the remainder of a partial refund via the Zopa Dashboard:

For refunds on Pay by Card, PayPal and Clearpay orders, you will get an immediate response back on whether the refund has settled or not. Pay by Card refunds in particular can only be issued after the payment has settled.

For refunds on Pay by Bank orders, the refunds may settle immediately if your Zopa Payout account has sufficient funds. If it does not, the refund will either settle as soon as your account accrues enough balance or it will be marked as failed after 3 days.

If you wish to expedite a Pay by Bank refund that is in a Pending state, please email merchantsupport@zopa.com with a request to top-up your Zopa Payout account, and we will be more than happy to assist you.

⚠️ After you issue the refund through the Zopa Dashboard, you will also need to 
manually mark the order as refunded within your WooCommerce or Magento store, 
if you use the Zopa Plugin. This is to help you track which orders are refunded.

Have more questions about refunds? Check out our Refund FAQs.