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Use order refunds when a customer needs a full or partial refund for a paid Kyren Pay order. Refunds start as a merchant refund request and are reviewed before Kyren Pay attempts the refund.

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When you can request a refund

You can request a refund from the order detail page when all of these are true:
  • Your merchant account has refund access enabled.
  • The order status is PAID or SETTLED.
  • The order is not an onboarding fee order.
  • The refund amount is greater than 0 and does not exceed the remaining refundable amount.
  • The order does not already have an active refund request in PENDING or REVIEWING.
If the Request refund button is not visible, check the order status and whether refund access is enabled for your account.

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Request a refund

  1. Open Dashboard > Orders.
  2. Select the order you want to refund.
  3. Click Request refund.
  4. Enter the refund amount and reason.
  5. Submit the request.
After submission, the request appears in the refund request table on the order detail page.

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Refund request statuses

StatusMeaning
PENDINGThe request has been submitted and is waiting for review.
REVIEWINGKyren Pay is reviewing the request or attempting to execute the refund.
APPROVEDThe request was approved and linked to a refund record.
REJECTEDThe request was rejected. Review the admin note when available.

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Refund record statuses

StatusMeaning
CREATEDThe refund record has been created.
SUBMITTINGKyren Pay is submitting the refund to the payment provider.
PROCESSINGThe payment provider is processing the refund.
SUCCEEDEDThe refund succeeded.
FAILEDThe refund failed. Check the error message or contact support.
UNKNOWNThe final provider status is not confirmed yet.

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Balance and reconciliation

When a refund succeeds, Kyren Pay records a refund deduction in your funds and updates the order refund status. Review the order detail page, transaction records, and your own fulfillment system together. If your system fulfills automatically, handle refund updates idempotently and reverse or adjust the customer entitlement according to your own product policy.

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Webhook notification

When a refund is applied to an order, Kyren Pay sends the order.refunded Webhook event. Use this event to update entitlement, balance, or reconciliation records in your system.

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Epay compatibility

Do not build new refund automation against /epay/api.php?act=refund. The Epay compatibility refund path is currently unsupported and returns a compatibility error. Use the dashboard refund request flow, or coordinate with Kyren support when the request depends on account-specific review.