WINDCAVE PAYLINE REFUND GUIDE

Flash PARCS locations that use Windcave Payline for payment processing can issue refunds directly through the Payline portal. This guide walks you through how to locate a transaction, process a refund, and troubleshoot common issues. You do not need the customer’s credit card information to issue a refund—only access to your Payline account and the transaction details.

Refund Processing

You can process refunds to credit card holders directly in Payline—there’s no need to obtain the customer’s credit card information.

• Refunds can be issued multiple times, but the total refunded amount cannot exceed the original transaction amount.

How to Process Refunds in Payline

1. Log in to Payline
   
   
2. Navigate to Transactions > Transaction Search
   
   
3. Search for the transaction by:
   
   
   • Date range
     
     
   • Merchant reference
     
     
   • Full credit card number
     
     
4. Select the transaction you want to refund.
   
   
5. Go to the Refund Transactions tab and click Refund.
   
   
6. Enter the refund details as shown below.

Important Notes:

• Daily refund limits: Most banks set a daily refund limit. If a large refund is declined, contact your bank to confirm your limit.
  
  
• Multiple refunds allowed: You can issue multiple refunds up to the original transaction total.
  Example: For a $90 transaction, you can process three $30 refunds, or any combination totaling $90.
  
  
• Refund feature configuration:If a correctly entered refund still returns “declined,” your bank may not have enabled refund transactions for your account. Contact your bank’s merchant services team to enable this feature.

Troubleshooting Refund Issues in Payline

1. Check the Original Payment Status

• Search for the transaction in Payline using the TxnRef number.
  
  
• If the payment status shows DECLINED, the refund will not process.
  
  
• Instead, search by the last four digits of the card number to locate a successful APPROVED payment. Use the TxnRef from that approved transaction to issue the refund.
  
  

2. If the Payment Was Approved but the Refund Still Fails

• Contact Windcave to confirm that your account has the Web Services feature enabled.
  
  
• If it’s already enabled but refunds are still failing, your credentials may need to be updated or reset. Windcave may need to unlock the feature and provide updated credentials.