Merchants can issue refunds for fully paid invoices by filling out the refund form on the CoinGate business account dashboard (Account -> Merchant -> Orders, then select the paid order) or via API. CoinGate will notify both merchant and customer via email when the refund is issued successfully.
The refund form contains seven information fields:
Balance. Select the preferred balance that will be used to deduct the refund amount from. You can choose any available currency. If you have insufficient balance, click the ‘Deposit’ button located at the top right corner to top up.
Refund amount. Enter the amount to refund your customer. Mind that the ‘Refund amount’ must be entered in a currency used to establish the original price of your sale. For example, if your sale was priced in EUR, it would be converted to refund currency, e.g., if a refund currency is set to BTC, then EUR will be converted to BTC.
Email. Enter the customer’s email address.
Refund currency. Select a currency in which the refund will be issued, as requested by the customer.
Currency network. Select the blockchain network matching the wallet address as indicated by the customer.
Address. Enter the customer’s wallet address where the refund will be sent.
Reason. Specify the reason why the refund is being issued.
When done, click the ‘Submit Refund’ button.
Note that when the refund is marked as completed, the order status will change to ‘refunded’ or ‘partially refunded’ depending on whether the refund was issued in full. For example, if your sale price was 100 EUR and a refund is issued for 45 EUR, the status of your order will change to ‘partially refunded.’ Issuing a second refund for the remaining amount (in this case, 55 EUR) would result in an order status of ‘refunded.’