Trade orders｜Refund Process

Refund Conditions

• The payment must be successfully captured and settled.
• The total refund amount, including any partial refunds already issued, must not exceed the refundable balance.
• Refunds must be initiated from the Subotiz dashboard to generate a Refund order.
• Each refund generates a new Refund order, which can be monitored in Transaction > Refund orders.

Issuing a Refund

1. Locate the Trade order: Go to Transaction > Trade orders and apply filters such as Trade order ID or External order ID to find the target transaction.

2. Open the order details: Select the Trade order to view its transaction information. Ensure the status is Paid and confirm the refundable balance.

3. Start the refund process: Click Refund at the top of the Trade order detail page.

4. Enter the refund amount and note: In the refund dialog, the refundable balance is displayed. Enter the desired refund amount (up to the displayed balance). Optionally add an internal note, then click Refund to confirm.

   

5. Confirm the refund: Review the refund details and submit the request. A Refund order will be created and can be tracked in Transaction > Refund orders.

Operational Notes

• Multiple refunds can be issued as long as the total refunded amount does not exceed the refundable balance.
• Certain payment methods may restrict refund eligibility depending on how long ago the original transaction was settled.
• All refunds initiated in Subotiz are recorded as Refund orders for audit and tracking purposes.

Best Practices

• Monitor Refund orders: Review recent Refund orders to identify any with Processing or Failed status.
• Verify refund amounts: Check that the entered amount matches internal billing records before confirming.
• Use filters in the Refund section: Locate specific Refund orders for reconciliation or customer service needs.
• Investigate failed refunds: Resolve issues promptly to avoid delays or unresolved cases.