Whether you need to reverse the full payment or just a portion of it, this guide covers how to issue refunds, how long they take, and what to expect for both you and your residents.
How to Issue a Refund with CivicPlus Payments
If you need to issue a refund for any reason, please contact our support team with your organization name, transaction ID or receipt number, and any other pertinent information. The support team will issue a refund on your behalf.
Note:
If the transaction has not been settled yet (typically same-day), please void the payment in your CivicPlus software.
How Long Do Refunds Take?
Card refunds typically take 5 to 10 business days to appear on the resident’s bank statement
ACH refunds may take 7 to 10 business days
Refunds are initiated immediately, but actual posting times depend on the resident’s bank
You’ll see the refund status update in your Payments Portal once it’s been submitted and processed.
How are Fees Handled?
Transaction fees are not returned when a refund is issued. The full amount is debited from your next deposit or your bank account if needed. Refunds may show up as a negative deposit on your reconciliation report.
Refunds with External Processors
If you’re using an external processor like CardPointe, Forte, or Global Payments Integrated, refund processes, timelines, and fee handling may vary. Please refer to your processor’s support or dashboard for steps and policies.
Need Help?
If you need help with refunds or have questions, please contact our support team for assistance.