> For the complete documentation index, see [llms.txt](https://help.konnektive.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.konnektive.com/konnektive-crm/customer-service/refunding-voiding-a-transaction.md).
# Refund/Void a Transaction
[Locate the customer’s order record](/konnektive-crm/customer-service/locating-a-customer-record.md) where you need to issue a refund or void.
Once the customer is selected, go to the **Orders** table and *select* the order:
Select **Full Refund** or **Partial Refund** for the appropriate product:
* If you are giving a **partial refund**, you can *enter* the amount you would like to refund then *click* the *red* **Submit Refund** button.
**Note:** Using either option, you can cancel the order after the refund by *selecting* the **Cancel Order After Refund?** box.
* Once you have submitted the refund the status will change to **Refunded** :
## Alternative - Void or Refund
On the customer’s profile, scroll down to the **Transactions** tab then click on the red **Actions** button, then click **Void** or **Refund**.
If refunding, *enter* the amount you would like to refund then *click* the *red* **Refund** button.
**Note:** *If you have already refunded the transaction from the gateway portal, you can check the box before submitting to simply mark the transaction as refunded. The CRM cannot refund a transaction that has already been refunded.*
***
#### Refund Queue
If a refund attempt fails at any point then it will be added to a refund queue. While in the queue the CRM will attempt to refund the transaction again once per day for 3 days.
If the refund fails after the third attempt, the emails listed in the Notify Emails section of the Account Settings page will receive a notification email.
If this should occur, please feel free to submit a support ticket so our team can investigate the issue.
*You may need to refund the transaction from inside the gateway and use the “Refunded Externally” option in the CRM to only mark the transaction as refunded.*
#### Undo External Refund
When viewing an order on the Transactions page, you will have the option to "Undo External Refund." This option allows you to reverse the external refund if necessary.
> **Note:** This feature is only available if all the refunds on the order are external. This does not reverse the refund in your gateway.
{% hint style="info" %}
This option only appears when **all** refunds on the order are external.
{% endhint %}
#### Undo External Voids
When viewing an order on the Transactions page, you will have the option to "Undo External Void." This option allows you to reverse the external refund if necessary.
> **Note:** This feature is only available if all the voids on the transactions are external. This does not reverse the void in your gateway.
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