# Ethoca Refunds
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**Mastercard Ethoca Dispute Resolution (Ethoca)** involves refunding a consumer prior to chargeback.
{% hint style="warning" %}
The refund occurs outside of Konnektive.
{% endhint %}
{% hint style="info" %}
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.
{% endhint %}
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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](https://help.konnektive.com/konnektive-crm/customer-service).
2. Find the transaction which to refund.
3. On the transaction **Actions**, choose **Refund.**
4. Choose **Ethoca** for the **Refund Reason**.
5. Check the **Refunded Externally?** box and fill in the **Refund Transaction Id** (from your gateway) if known.
6. Press **Refund** button
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### Set Ethoca refund reason via API
1. Review the **Refund Transaction API** [here](https://apidocs.checkoutchamp.com/#9a74cdd2-0b0d-4894-89df-772ecc85d252)
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](#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](#transaction-summary-report).
Hover over the Expenses value to see the breakdown.
