Partial refunds – Project 2 Payment

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Why am I doing this in the merchant portal?

Refund amounts in Project 2 Payment must equal the full amount of the payment. Additionally, the invoicing logic assumes an invoice will be paid in full with one payment so the refund amount must match the invoice amount.

Whenever possible, full refunds are the cleanest option for your bookkeeping. We understand that sometimes there are special circumstances where you need to do a partial refund to return a portion of the original payment back to the account holder. If you require a down payment, it is applied to the first invoice and the remainder is paid with another payment. Even if you need to refund the full amount of one of the payments, this is also considered a partial refund because it is a portion of the invoice total.

Partial refunds are not permitted in the software, but you can do it in the merchant portal. However, these refunds will not appear in the Project 2 Payment business portal. You will need to manually account for the transaction on your project.

How to process a refund in the merchant portal

1. Click Merchant Portal in the left sidebar (desktop) or hamburger menu (mobile) or click here.
2. A new window will open with the login page for your merchant account.
3. Enter the username and password for your Merchant Portal Login. This is different than the primary login you use to access Project 2 Payment.
4. Click the Log In button.
5. Go to Payment History in the left sidebar.
6. Use Search to locate the original payment. You can enter a cardholder name in the box and hit Enter. You can also click columns such as Amount or Created to sort smallest to largest or newest to oldest.
7. Once you have found the payment, click the amount to view details.
8. Click the Refund button.
9. A pop-up window will appear. The Refund Amount will default to the full amount of the transaction. Change the amount to however much you wish to give back to the account holder.
10. Click Refund.

The original payment under Payment History should now have an arrow next to the green circle with a checkmark in it under the Status column. The arrow indicates that a refund (either full or partial) has been processed.

Sending a receipt for your merchant portal refund

Since you cannot email a receipt for the refund from Project 2 Payment, you will need to print a receipt from the merchant portal and send it to your customer.

1. Go back to the Payment History screen.
2. Look for your refund listed at the top.
3. Click the amount to view details.
4. Click the Receipt button.
5. A receipt will open in a new tab.
6. Click the Print Receipt button.
7. You can either print a physical copy or Save as PDF to attach to an email.