Issuing Refunds

  • Updated on Jan 7, 2026
  • Published on Sep 16, 2025
  • 1 minute(s) read
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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.

Issue a Refund with CivicPlus Payments

Who can use this feature?

Account Owners

Important Notes

  • If you are an Account Owner but do not see the option to refund from a report, please contact Support as they may need to enable this feature for you.

  • If the transaction has not been settled yet (typically same-day), please void the payment in your CivicPlus software.

  • Refunds and cancelations performed in the CivicPlus Payments report do not post back to the CivicPlus product at this time.

  1. Log in to the Payments Portal

  2. Navigate to the Gateway Configurations tab

  3. Click the Actions menu (three vertical dots icon) next to the applicable gateway and select the Reports option

  4. Select the transaction you wish to refund
    Select a payment transaction from the list.

  5. Click the Refund button
    The Refund button in the top right corner of the transaction details screen.

  6. Select a Reason from the drop-down and confirm the Amount
    Refund payment window showing the reason and amount to be refunded.

  7. Click Refund
    The Refund button at the bottom of the Refund Payin screen.

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 with your organization name, transaction ID or receipt number, and any other pertinent information for assistance.

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