How do I perform a return for a transaction?

Follow these steps to perform a return through your Surfboard Merchant Portal:

1. Log in to your Merchant Portal.

2. Select the transaction you’d like to refund.

3. Click on “Create refund”.

   

4. Initiate the return. The refund will be processed using the original payment method. For card payments, this will be a Card Not Present (CNP) refund. Select the reason for the refund and then press “Initiate refund”.

   

5. The return will be handled by Surfboard Payments. During this process, the return status will show as “initiated” but not yet confirmed.

   

6. Once confirmed, the customer will receive their refund.

If you have any issues or need further assistance, please contact our support team.