2026 How to issue a refund in Authorize.Net

Modified on Mon, Jun 29 at 2:52 PM

Use this guide to issue a refund for a payment charged incorrectly within Authorize.Net. A refund can be issued 24 hours after the initial transaction and within 120 days of the initial charge. Refunds generally take 3–5 business days to return funds to the client's account.

Authorize.Net Administrator⏱ 24 hrs after charge · within 120 days

Things to know before you begin

After issuing a refund in Authorize.Net, you must also mark the payment as a Chargeback in Petly Plans to revert it to an unpaid status. Petly Plans does not update automatically.

Refunds can be issued within 180 days of the initial charge within Authorize.Net. Funds typically return to the client in 3–5 business days.

eCheck refunds require available funds to be approved. If the hospital has insufficient pending eCheck transactions or deposits, the refund request will be declined.

For further assistance with refunds, contact Authorize.Net Support at 877.447.3938.

Issue a refund using Customer Information Manager

Find the customer

Sign in to the Merchant Interface

Go to login.authorize.net and sign in with your credentials.

Confirm you are in New Merchant Interface 2.0

Check that you are on or have switched into the New Merchant Interface (2.0) before proceeding.

Navigate to Manage Customers

Click Customers from the left side menu, then click Manage Customers.

Search for the customer

Search for and locate the customer you want to refund.

Open the customer profile

Click the Profile ID for that customer.

View transaction history

Click Transaction History on the Customer Profile page.

Process the refund

Locate the transaction to refund

Find the row matching the date and transaction amount you want to refund, then click the ⋮ (three vertical dots) at the end of that row to open the action menu.

Review transaction details

Click to Review the transaction detail page that appears to confirm this is the correct charge.

Click Refund

Click the Refund button on the Transaction Detail screen. A pop-up window will appear.

Add invoice and description optional

Optionally, add or update the Invoice # field and enter a description in the Description field for documentation purposes.

Configure the email receipt optional

Confirm the Customer Email field is present. Check the box labeled Email transaction receipt to customer (if email provided) if you want the customer to receive a receipt.

Submit the refund request

Click OK to submit the refund request.

Mark chargeback in Petly Plans

Log into Petly Plans

Search for and select the plan associated with the refund.

Open the Payments tab

Within the Client Summary page, click the Payments tab. Click Details to the right of the refunded payment.

Mark as chargeback

Click Mark Chargeback, then click Confirm to revert the payment to an unpaid status.

Why this step matters: Petly Plans does not automatically reflect Authorize.Net refunds. Marking the chargeback ensures the client's balance is correctly updated and reconciliation reporting stays accurate.

Other helpful resources

Cancel a plan Delete a payment profile Mark a payment paid outside Petly Plans Put a plan on hold Update a payment profile Void a payment charged that same day

2026 How to issue a refund in Authorize.Net

How to issue a refund in Authorize.Net — New Experience 2.0