Refund an online payment
- iK Dashboard
Refund an eligible online card payment from Sales History in the iK Dashboard.
Use Sales History in the iK Dashboard to refund an eligible online card payment. Refunds are completed in the iK Dashboard, not from a website plugin or the customer-facing checkout.
Check whether the payment is eligible for a refund
Confirm the payment meets the refund rules before you continue.
Refunds come out of your pending payouts. If your pending payouts don't cover the refund amount, the refund won't go through.
Instant EFT and Apple Pay transactions can't be refunded in the iK Dashboard.
Payments made through a Multiple Payments Pay Link can't be refunded in the iK Dashboard.
Have the transaction details ready and make sure you select the correct sale in Sales History.
Find the online payment in Sales History
Sign in to the iK Dashboard.
Under Reports, select Sales History.
Use Payment type and choose Online if you need to narrow the list.
Find the transaction by its date, amount or available reference.
Open the transaction to view the sale details.
Check that the Refund option is available
Make sure you have the correct online card payment and that the sale details show a Refund action.
Choose the refund amount
Follow the iK Dashboard form to choose a full or partial refund where that option is available. Check the amount before you continue.
Confirm the refund
Review the transaction and refund amount.
Confirm the refund in the iK Dashboard.
Wait for the confirmation or result shown on screen.
Return to Sales History and check the transaction or online refund activity.
Keep the transaction reference and refund details for your records.
If the Refund option is unavailable
If Refund is not available, check that you selected the correct transaction and that your pending payouts cover the refund.
If the payment meets the eligibility rules and the refund is still unavailable, contact iKhokha Support on 087 222 7000 or support@ikhokha.com with the transaction reference so the payment can be checked.
If the payment did not complete successfully, see Why an online payment failed.
