Once you've set an order to "Refunded" in the TicketSocket system, you will need to do the monetary refund in the merchant account so the customer receives their reimbursement. This article walks through how to process a refund for USA ePay accounts.

1. Once you've set your order to refunded in the TicketSocket system by going through these steps, you will need to do the actual refund for the customer

2. Login to your USA ePay account by going to https://secure.usaepay.com/login

3. Start by clicking the "Search" tab between "Reports" and "Settings"

4. Search the customer by name in the search box

*You can also search by order number, customer email and customize the search parameters in the "Advanced Search" area 

5. When their order shows up in the results, click the "Details" box on the right

6. In the "Quick Credit" box on the right, click the "Credit" button; this will credit the money back into the customer's account.


To refund a partial amount in USA ePay, please see the steps below.

1. Login to your USA ePay account by going to https://secure.usaepay.com/login

2. Start by clicking the "Search" tab between "Reports" and "Settings"

3. Search the customer by name in the search box
*You can also search by order number, customer email and customize the search parameters in the "Advanced Search" area 

5. When their order shows up in the results, click the "Details" box on the right

6. In the "Quick Credit" box on the right, change the full amount to the amount you would like to partially refund and click the "Credit" button; this will credit the money back into the customer's account.

Once you've done that, the refund will usually take 3-10 days to process and show in the customers bank statements.  If you would like to change the price paid by the customer in the TicketSocket system so that reports will reflect that partial refund, please see the instructions below:

1. Login to the admin page and click Orders > Find Orders on the left menu

2. Click the Actions Menu to the right of the order you'd like to change and select View/Edit

3. On the left side of the page, you will see all the ticket types in the order, click the tab(s) that you would like to change the price for

4. Change the "Price" and "Paid Upon Checkout" fields so that these match the price after the partial refund that was done through USA ePay

5. Click the Save button