Refunds
Issue full or partial refunds from the Ozow Dashboard, no code required.
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You can issue refunds to customers directly from the Ozow Dashboard without writing any code. No-code refunds allow you to refund a completed payment back to the customer, either in full or partially.
FloatFloat The balance held with Ozow that payouts and refunds are paid out of. Both draw on it, and neither will process while it is empty. Payins do not need one, so if you only take payments you never meet it. required
Refunds are funded from your Ozow float. Make sure your float has sufficient funds before issuing a refund. See the Float top-up guide.
Single refunds only
No-code refunds are processed one transaction at a time. There is no bulk refund option via the Dashboard. If you need to issue refunds programmatically or in bulk, see Refunds: One API or Refunds: Payments API.
Before you start
- You need access to the Ozow Dashboard at dash.ozow.com
- Refunds must be enabled on your account, if you don't see the refund buttons on a transaction, contact support@ozow.com or your account manager to request access
- Only completed transactions can be refunded, pending or cancelled transactions cannot be refunded
- Your Ozow float must have sufficient funds to cover the refund amount
How to issue a refund
Step 1: Find the transaction
Log in to your Ozow Dashboard at dash.ozow.com.
In the left-hand navigation menu, go to Transactions → View Transactions. Use the available filters to find the transaction you want to refund; you can search by transaction reference, bank reference, or other available filters.
Step 2: Open the transaction details
Once you have found the transaction, click View Details on the right-hand side of the transaction row.
Step 3: Select the refund type
On the transaction details screen, you will see two refund buttons in the top left:
| Button | What it does |
|---|---|
| Refund | Refunds the amount back to the original payment account, the same account the customer paid from |
| Manual refund | Allows you to change the destination account, for example, if a customer paid by card you can refund to a different bank account |
Click the appropriate button for your use case.
Step 4: Enter the refund details
Complete the refund form:
- Amount: enter the amount to refund. You can refund the full amount or a partial amount
- Reason: enter the reason for the refund
- RTCReal-Time Clearing Payments that clear immediately rather than waiting for a batch. A batch run settles at set times through the day; a Real-Time Clearing payment moves the funds between the two bank accounts as it is made, so the recipient can rely on them straight away.PayInc: select whether you want the refund to be processed as a real-time clearing (RTC) payment for immediate payment, or as a standard EFTEFT A transfer between two bank accounts. Used here for the standard kind, which takes one to two business days, as against Real-Time Clearing, which moves the funds immediately. A payout or refund is one or the other, and which you choose is the difference between a customer waiting minutes and waiting days.
Click Submit.
Step 5: Track the refund
Once submitted, the refund will appear on the transaction details screen under Transaction Refunds. You can track the status of the refund here.
To view all refunds across all transactions, navigate to Refunds in the left-hand navigation menu. Use the date range filter to find the relevant refunds. You will be able to see the status of each refund; for example whether it has completed successfully or failed.
Support
If you don't see the refund buttons on a transaction, refunds may not be enabled on your account. Contact support@ozow.com or your account manager to request access.
For further assistance with refunds contact support@ozow.com or reach out to your account manager.
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