Use this article to issue a full or partial refund for a customer order in the Zopa In Person portal. You can refund the total order amount or enter a specific amount for a partial refund.
After submitting the refund, you can check the refund status from your In Progress orders.
When to use this article
Use this article when you need to:
- Refund a customer’s finance agreement
- Issue a full refund for the total order amount
- Issue a partial refund for part of the order amount
- Check whether a refund has been submitted
Before you start
Make sure you have:
- Access to the Zopa In Person portal
- The correct customer order details
- The refund amount, if you’re issuing a partial refund
Steps
- Log in to the Zopa In Person portal.
- Go to In Progress.
3. Find the order you want to refund.
4. Click into the order.
5. Select Refund.
6. Choose one of the following refund options:
| Refund type | When to use it |
|---|---|
| Partial refund | Use this when only part of the order amount needs to be refunded. |
| Full refund | Use this when the total order amount needs to be refunded. |
7. Select a refund reason.
Choose the closest available option.
- If you’re issuing a partial refund, enter the amount that should be refunded to the finance agreement.
-
If you’re issuing a full refund, check that the refund is for the total order amount.
8. Select Refund.
To check the refund status:
- Go back to In Progress.
- Find the order.
- Check whether a partial refund or full refund has been actioned.
Need more help?
If you can’t find the order or you’re unsure which refund reason to select, contact support for further help.
See also Merchant Refund Obligations