Provide a refund

A refund for a payment must be handled from within your payment gateway. There is no feature in Finalsite to process a refund, nor is there anything that would need to be modified in Finalsite when a refund is being generated outside at the gateway level.

The steps needed to process a refund will vary from gateway to gateway. Refer to the help documentation for these services for exact instructions. General instructions for two of the most popular gateways are found below.


A "Refund" button appears at the top and bottom of the Transaction Detail page. You can enter in an amount in the Refund Amount field if you only want to perform a partial refund.

Network Merchants

In the Main Menu on the left of the page, choose Refund under the heading “Credit Card.” A new screen will appear where you can enter the Transaction ID and the amount to be refunded. If you don’t know the transaction number, you can use the magnifying glass to the right of the Transaction ID field and you’ll be taken to a new screen. On that screen, under “Search Transactions,” you have numerous options to search by name, date, amount email address, etc. Once you find the transaction you’re looking for, copy the Transaction ID to enter in the refund.

Other gateways

If you use a different payment gateway and are unsure how to perform a refund, please contact your gateway's support team; they will be able to provide you with the proper instructions.

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