---
title: Refund a customer payment in Infinity3
description: "Issue a full or partial refund for an eligible online transaction and check the refund result. #### Before you start You’ll need access to the transaction and authority within your business to issue the refund. Confirm the customer, original payment…"
url: "https://www.infinity3.co.uk/help/refund-a-customer-payment-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Payments & Invoicing"
---

# Refund a customer payment in Infinity3

Issue a full or partial refund for an eligible online transaction and check the refund result.

#### Before you start

You’ll need access to the transaction and authority within your business to issue the refund. Confirm the customer, original payment and agreed refund amount.

Refund availability depends on the payment provider, payment method and transaction. Check whether a refund has already been issued, including directly through the provider.

#### Issue the refund

1. Open **Payments** → **Transactions**.
2. Find the original payment and check its details.
3. Open the transaction’s **three-dot menu** and select **Refund**, where available.
4. Review the amount shown. Enter a smaller amount for a partial refund.
5. Add an internal note where available.
6. Check the amount and confirm the refund.
7. Open the transaction details and review the refund status.

Check earlier partial refunds so the total does not exceed the original payment.

#### If the refund fails

Read the error and check the payment provider’s records before trying again. If the platform control is unavailable, ask Infinity3 or your provider about the appropriate refund route.

#### Things to know

- Refund processing and the money appearing in the customer’s account are separate stages; timing depends on the provider and bank.
- Internal refund notes are for your records.
- Check any ongoing billing schedule separately if the customer is also cancelling a service.

Contact Infinity3 with the transaction reference, amount and error if you need help.