For: Prommt users with refund permissions and account administrators.
The short answer
No — a refund cannot be cancelled once it has been issued.
When you confirm a refund in Prommt, the instruction is sent to your payment gateway immediately. From that point, the process is out of Prommt's hands — the funds are already in motion back to the customer's card or bank account. There is no way to intercept or reverse a refund once confirmed.
This is why Prommt includes a review screen in the refund flow — it's a final check before the instruction is sent. Always review the amount and customer details carefully on that screen before clicking confirm.
If a refund was issued in error
If a refund has gone out that shouldn't have, the only resolution is to contact the customer directly and arrange for them to repay the amount.
Steps to take:
Confirm the refund details — open the payment in View Payments and note the refund amount, date, and customer details
Contact the customer promptly — explain the situation clearly and professionally. The sooner you reach out, the better
Arrange repayment — send the customer a new payment request for the refunded amount via Prommt
When sending the new payment request, use the description field to make the context clear — for example:
"Repayment of refund issued in error on [date] — Ref: [original reference]"
This keeps a clear paper trail for your records and makes it easy for the customer to understand what they're paying for.
How to avoid accidental refunds
Always use the review screen Prommt's refund flow includes a final confirmation screen showing the amount and customer details before the refund is processed. Take a moment to verify both before confirming.
Restrict refund permissions If accidental refunds are a concern, limit refund access to specific users. Go to your user management settings and ensure only trusted team members have the Can Issue Refunds permission enabled. See [How to add a new user] for details on configuring user permissions.
Double-check partial refund amounts Partial refunds are particularly prone to errors — a misplaced decimal or an extra zero can result in the wrong amount going out. Confirm the figure carefully before proceeding.
What success looks like
If a repayment request has been sent and completed by the customer, the new payment appears as Paid in View Payments. Your records will show both the original payment, the refund, and the repayment — giving you a complete audit trail.
Troubleshooting
The customer is disputing the repayment request. Provide them with the original payment record and refund details from View Payments as evidence. If the dispute escalates, contact Prommt Support with the relevant payment references for assistance.
The refund was for the wrong amount — too much was returned. Contact the customer immediately and send a new payment request for the difference. Act quickly — customers are less likely to query a repayment request if it follows promptly and is clearly explained.
The refund was for the wrong customer entirely. Contact both customers involved. The customer who received the incorrect refund needs to repay it — send them a new payment request. The customer who should have received the refund needs a new refund processed against their original payment.
I need a record of the refund for our accounts. All refund activity is visible in View Payments — the payment record shows the original amount, the refund amount, and the date it was processed. Use the Export function to download this data for your finance system if needed.