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How to process a refund for Payap in the Centrapay Business Portal
30 Jul 2025
Business Guides
There are two types of refunds, same day and next day. Although they are processed the same way the way they are settled differs. Same day refunds, the debit cancels out that the credit and it’s not included in the end of day settlement. For next day refunds there needs to be sufficient Payap transactions that day to fund the refund amount, once processed the refund is then netted off that day’s end of day settlement.
Access Permission:
Role type | Permission access |
|---|---|
Owner | View and Refund |
Cashier | View and Refund |
Process steps:
Open the Centrapay Business Portal
If you only manage one business group go to step 3 otherwise if you manage more than one group ensure you have selected the correct group to view before proceeding to step 3.
Go to the Payments screen
Select the Merchant site where transaction occurred
Locate the payment you need to refund using either of the following options
Scroll through the list until you find the appropriate transaction
Enter Short-code in full (the customer wanting the refund can provide this to you via their Payap details)
Note: a customer can do this by opening their Payap app > navigating to the Activity section > find & open transaction page > the Short-Code is displayed in their reference field].
Customer view
Click on the transaction line to view the transaction details.
Check if you have the correct transaction - the transaction details screen shows the Merchant Site, Payment Details along with some audit information including the Short Code.
Click the Create a Refund button
Enter the amount of the refund, you will see the total refundable amount shown in Orange (Quick tip – if you click the orange text it will auto fill the amount box for you): Note: Partial refunds can be made.
Click the Refund button to process the refund.
Note: Once this button is clicked the amount will be credited back into the account that was used to pay for the transaction – note this will show up within x hours for the customer dependent on bank processing times.Once the refund has been processed it shows in the Payments list as follows:
If you want to view the refund details, click the row to open the transaction details screen.
This will tell you when the refund was processed and for how much, it also shows the Sale record that was refunded, this can be clicked to open that record:
