Ethoca Refunds

This article explains how to refund the transaction in Konnektive. The article assumes you (or a third party) are aware the Ethoca refund has been issued.

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Mastercard Ethoca Dispute Resolution (Ethoca) involves refunding a consumer prior to chargeback.

The refund occurs outside of Konnektive.

The refund will not be sent to the gateway if these instructions are followed.

This is the desired result.

Most gateways will accept the refund even though Ethoca has already given a refund.

It is imperative that users be properly trained on Ethoca procedures to prevent this.

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Add Ethoca as a Refund Reason

Go to CRM → Call Centers and scroll down to the Refund Reasons panel.

Press the green + button on the far right and add Ethoca as a reason.

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Add Ethoca Fees into Gateway configuration

Go to Gateways → Gateway List and edit your gateways to add the Ethoca Fee.

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Mark transactions as 'Ethoca'

You can mark the transaction as having been refunded via Ethoca either manually in the CRM or via the Refund Transaction API.

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Set Ethoca refund reason manually

1. Find the customer in CRM using the Customer Service Search.

1. Find the transaction which to refund.

1. On the transaction Actions, choose Refund.

1. Choose Ethoca for the Refund Reason.

1. Check the Refunded Externally? box and fill in the Refund Transaction Id (from your gateway) if known.

2. Press Refund button

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Set Ethoca refund reason via API

1. Review the Refund Transaction API here

2. Create an API user with access to the Refund Transactions endpoint. Be sure to whitelist as needed.

3. Call the Refund Transactions API with

   1. transactionId

   2. refundReason=Ethoca

   3. externalRefund=1

   4. fullRefund=1

   5. loginId = API user username

   6. password = API user password

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Reporting

Refund Details Report

If the steps above are followed properly, the Refund Details Report will display the Ethoca transactions. These transactions will be displayed as External (Externally Refunded).

You will see Ethoca in the Refund Reason column.

Transaction Summary Report

Additionally, the Ethoca Fee is calculated as an expense on your Transaction Summary Report.

Hover over the Expenses value to see the breakdown.