In order to process a refund, please follow these steps: 

• log into your Account
  
• locate the transaction you wish to apply the refund against
  
• click on the transaction id or the 'view' button in order to get into the detail of the transaction
  
• scroll down till you reach the 'refunds' section on the left
  
• click on the 'go' button (you can amend the amount in the box should you wish to do a partial refund)
  
• click on 'yes' when the confirmation pop-up appears
  

The refund will appear in your settlement report for that day and the status of the transaction will change from 'authorised' to 'refunded' or 'partially refunded'. 

Please note that banks generally take 3-5 working days to settle the funds back into the customer's account, sometimes longer, depending on the card issuing bank.