For: Prommt users with refund permissions, and account administrators.
Important: refunds are irreversible
Once a refund has been confirmed in Prommt, it cannot be cancelled or reversed. Before troubleshooting, confirm you haven't already processed the refund — check the payment record in View Payments for a Refunded or Partially Refunded status. Issuing a duplicate refund cannot be undone.
The Refund button isn't showing
The most common reason the Refund button doesn't appear on a payment is one of the following:
You don't have refund permissions Refund access is controlled per user. Go to the payment record and check whether the Refund button is visible at all. If it's missing, contact your Prommt Administrator and ask them to enable Can Issue Refunds on your user profile under Users → [your name] → Permissions.
The payment status isn't Paid Refunds can only be issued on payments with a status of Paid. Payments showing as Pending, Failed, Cancelled, or Expired are not eligible.
If the payment shows as Pending for a card transaction, the funds haven't been captured yet — wait for the status to update to Paid before attempting a refund.
If the payment shows as Pending for a Pay by Bank transaction, see [Pay by Bank payments: pending and processing status] for what to expect.
The payment has already been fully refunded A payment that has been refunded in full will no longer show a Refund button. Open the payment record and check the Refund History section to confirm whether a refund has already been processed.
An error message appears when trying to process the refund
If you click Refund and see an error message, the cause is usually one of the following:
"Refund amount exceeds the available balance" The amount you've entered is greater than the remaining refundable balance on the payment. This can happen if one or more partial refunds have already been issued. Check the Refund History on the payment record to see what's already been returned, then enter an amount that doesn't exceed the remaining balance.
"Unable to process refund" / generic gateway error This error is returned by your payment gateway when the refund instruction is rejected. Common causes:
The settlement for this payment hasn't completed yet at the gateway. Some gateways require a payment to be fully settled before a refund can be issued — this typically takes 24–48 hours from the time of payment. Wait until the following business day and try again.
The original transaction has been closed or archived at the gateway side. This can happen on older payments. Contact Prommt Support with the payment's Transaction ID — we can investigate at the gateway level.
"Refund not supported for this payment method" Pay by Bank (open banking) payments cannot be refunded through Prommt. See the section below for how to handle Pay by Bank refunds.
Refunding a Pay by Bank payment
Pay by Bank payments are account-to-account bank transfers. Unlike card payments, they cannot be reversed or refunded through Prommt — there is no card scheme to route a credit back through.
To return funds to a customer who paid via Pay by Bank, you'll need to issue a manual bank transfer directly from your business bank account using the customer's account details.
If you don't have the customer's bank details to hand, contact Prommt Support — we can help you retrieve the originating account information from the transaction record.
The refund processed in Prommt but the customer hasn't received the funds
First, confirm the refund is showing as processed on the payment record in View Payments. If the status shows Refunded or Partially Refunded, Prommt has successfully sent the refund instruction to your payment gateway.
From that point, the timeline is determined by the customer's bank and card issuer — not by Prommt. Standard timeframes:
Credit and debit cards: 3–5 working days from the refund date in most cases, though some issuers take up to 10 working days
American Express: can take up to 5–7 working days
If the customer hasn't seen the funds after 10 working days and the refund shows as processed in Prommt, ask them to contact their bank directly with the following information:
The refund amount
The original payment date
The merchant name (as it appears on their statement)
Their bank can trace the credit on their side. If the bank confirms no refund has been received and the Prommt record shows it was processed, contact Prommt Support with the Transaction ID so we can investigate at the gateway level.
The refund is stuck in a "Processing" state
If the payment record shows a refund status of Processing for more than two business days, it may be stalled at the gateway. Contact Prommt Support with the Transaction ID and the date the refund was initiated.
A refund was processed twice by mistake
If a duplicate refund has been issued, Prommt cannot reverse it — refunds are irreversible once confirmed. You'll need to contact your payment gateway directly to investigate whether the duplicate can be recovered at the settlement level. Contact Prommt Support for help identifying the transactions and the relevant gateway reference numbers.
To avoid this in future, always check the Refund History on a payment record before issuing a refund.
What success looks like
After a refund is successfully processed, the payment record in View Payments updates to show Refunded (full) or Partially Refunded (partial). The Refund History section on the payment record shows the amount refunded, the date, and the user who processed it.
Still stuck? Contact Prommt Support
If you've worked through the steps above and the issue isn't resolved, contact the Prommt Support team:
Chat: Use the chat button inside your Prommt dashboard
Email: support@prommt.com
When contacting support, include the Transaction ID of the affected payment — this lets us pull the gateway-level detail immediately. You'll find the Transaction ID on the payment detail screen in View Payments.