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Refund Workflow

This workflow describes the sequence of events that comprises a successful Pay by Bank refund.

Figure:

Issuing a Refund Workflow
  1. The customer returns a purchased item to the merchant.
  2. The merchant issues a refund in one of two ways:
    • By sending a refund API request to
      Cybersource
      . For more information, see Refund.
    • By using the
      Business Center
       to issue a refund.
  3. Cybersource
     sends a response status in one of two ways:
    • By sending a
      PENDING
       response status if the merchant sent a refund API request.
    • By displaying a pending refund in the
      Business Center
       if the merchant used the
      Business Center
       to issue the refund.
  4. Cybersource
     sends an updated status when the refund has completed processing in one of two ways:
    • Sending a
      REFUNDED
       webhook notification if the merchant sent a refund API request.
    • Displaying a completed refund if the merchant used the
      Business Center
       to issue the refund.
  5. The merchant displays a confirmation of the refund to the customer.
  6. To check the status of a refund, the merchant sends a check status API request if they did not receive either a webhook notification or an updated status in the
    Business Center
    . For more information, see Check Status.
  7. Cybersource
     responds with one of these statuses:
    • FAILED
      : The refund request failed. A failed request can be due to Pay by Bank rejecting the transaction or due to a technical error.
    • PENDING
      : The refund request is accepted but is not completed. Request the check status service to retrieve status updates.
    • REFUNDED
      : The refund amount is successfully refunded.
  8. The merchant confirms the completed refund to the customer when the status updates to
    REFUNDED
    .