If an order was paid using a card payment method (including Apple Pay or Google Pay), it can be refunded directly through the Montonio Partner System.
How to make a refund?
To refund a card payment, log in to the Montonio Partner System. If the transaction is refundable, a Refund button will be visible.
1. Go to Orders tab and find the order you want to refund.
2. Click on the order row → this will open up the table on the right side.
2. Click Refund and enter the desired refund amount:
You may issue a full refund, or
A partial refund, if you only wish to return part of the amount.
3. Confirm the refund.
4. Once processed, the refund status will turn green, indicating a successful refund.
If the refund is still shown as Pending, it is being processed and has not been completed yet.
⚠️ It is important to note that:
Refunds can only be completed if your store’s card payment balance has enough funds to cover the refund. You can check your current balance by visiting the Payouts tab.
If the balance is too low:
Merchants using Adyen: The refund request will move to Pending status and will be processed automatically once sufficient funds are available.
Merchants using Stripe: The refund request will be rejected, and you will need to manually initiate the refund once there are enough funds in the balance.
If you have additional questions and need our help, feel free to contact our support team via the chat in the bottom right corner.