Cancel instead of refunding
Short answer
If you have only held the money, release the hold instead of refunding. And a whole refund made before the bank has settled the payment cancels the charge, which may never appear on your customer’s statement.In this article
A hold you have not charged
A payment that says Held has not taken any money yet, so there is nothing to refund. On its page, tick I’m sure and press Release the hold. Nothing is charged, and your customer’s bank lets the money go.
A whole refund before the bank settles
If you refund the whole of a payment before the bank has settled it, we cancel the charge instead of sending money back. You do it the same way as any refund: press Refund this payment on the payment’s page.
Your customer may then never see the charge on their statement at all, or see it disappear. Both are normal.
A part refund before the bank settles
The bank can only refund part of a payment once it has settled. Until then, a part refund is refused with a message that says so. Try again later, or refund the whole payment.