When processing a full or partial refund, the original service fee is not automatically returned unless the admin chooses to refund the service fee (when the customer pays the service fees) or adjusts the refund amount (when the organization pays the service fees).

Common situations where you may need to review or adjust service fees include:

• A customer asks why they did not receive the full amount they originally paid back.
• A customer requests a refund and you need to decide whether the service fee should be returned.
• An organization wants to pass the service fee cost to the customer instead of absorbing it.
• An organization wants to provide a full refund and cover the original service fee themselves.
• A partial refund is being issued and the organization needs to determine whether service fees should be included.
• An admin needs to understand why the refund amount is different from the original payment amount.

Important: Service fees are not automatically refunded when processing a full or partial refund. The refund amount depends on whether the organization or the customer is responsible for the service fee. This is a site configuration.

Note: Voided transactions are an exception — service fees are not applied to voided transactions.

For Organizations Who Have the Customer Pay the Service Fees:

When completing a cancellation & refund, the admin can decide to refund the service fees to the customer by adjusting the Refund Amount field.

If the admin makes no adjustment to the Refund Amount field, the service fee paid by the customer will be refunded to the customer. The organization will absorb the service fee for the transaction. 

If the admin subtracts the service fee amount from the original amount in the Refund Amount field, the service fee paid by the customer will NOT be refunded to the customer. The customer will absorb the service fee for the transaction.

For Organizations that Pay the Service Fees:

When completing a cancellation & refund, the admin is given an option to change the Refund Amount field.

If the admin wants the customer to receive their full refund, they should keep the full amount listed in the Refund Amount field. The organization will absorb the original service fee but the customer will receive a full refund.

If the admin wants the customer to receive a refund minus the original service fee, they should calculate that amount and enter the correct amount of the refund in the Refund Amount field. This would mean the organization did not absorb any fees on the refund.