When an order is cancelled or an item is returned, the refund process depends on the transaction’s status:

Reversals (Voids)

If the transaction is still Pending (not yet settled), the merchant can cancel it by issuing a reversal. This removes the temporary authorization hold, and the held amount is released back to the available balance.

Reversals may be processed for the full or partial amount.

Refunds

If the transaction is already Completed (settled), the funds have been transferred to the merchant. In this case, the merchant must initiate a new refund (credit) transaction.

As the refund is processed through the card network, it may take a few business days for the credited amount to be reflected in the account balance.