# Ethoca Refunds

***

**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 %}

***

## Add Ethoca as a Refund Reason <a href="#rdr-addrdrasarefundreason" id="rdr-addrdrasarefundreason"></a>

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

<figure><img src="/files/l9PGKWK9oslagMisswLv" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/szDx10jDvGxnysq2hKFp" alt=""><figcaption></figcaption></figure>

***

## Add Ethoca Fees into Gateway configuration <a href="#rdr-addrdrfeesintogatewayconfiguration" id="rdr-addrdrfeesintogatewayconfiguration"></a>

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

<figure><img src="/files/Z5qTAIRtCeZ6XKKKnYnc" alt=""><figcaption></figcaption></figure>

***

## Mark transactions as 'Ethoca' <a href="#rdr-marktransactionsasrdr" id="rdr-marktransactionsasrdr"></a>

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

***

### Set Ethoca refund reason manually <a href="#rdr-settherdrmanually" id="rdr-settherdrmanually"></a>

1. Find the customer in CRM using the [Customer Service Search](/konnektive-crm/customer-service.md).

<figure><img src="/files/leDxnffneapxOsmmpbed" alt=""><figcaption></figcaption></figure>

2. Find the transaction which to refund.

<figure><img src="/files/HJnQZdKRGueY95RifM03" alt=""><figcaption></figcaption></figure>

3. On the transaction **Actions**, choose **Refund.**

<figure><img src="/files/RWhgAGhhhJSiu6YBMnxE" alt=""><figcaption></figcaption></figure>

4. Choose **Ethoca** for the **Refund Reason**.&#x20;

<figure><img src="/files/AZLrPjfnTj2AcHuwK1Qo" alt=""><figcaption></figcaption></figure>

5. Check the **Refunded Externally?** box and fill in the **Refund Transaction Id** (from your gateway) if known.
6. Press **Refund** button

***

### Set Ethoca refund reason via API <a href="#rdr-settherdrviaapi" id="rdr-settherdrviaapi"></a>

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

***

## Reporting <a href="#rdr-reporting" id="rdr-reporting"></a>

### 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.

<figure><img src="/files/WQoHSbsmEdLAHvKcvDZl" alt=""><figcaption></figcaption></figure>

### Transaction Summary Report

Additionally, the **Ethoca Fee** is calculated as an expense on your [Transaction Summary Report](#transaction-summary-report).

<figure><img src="/files/GxnZdgC8eSRPhy6CKpwo" alt=""><figcaption></figcaption></figure>

Hover over the Expenses value to see the breakdown.

<figure><img src="/files/OhN5lCANbrtIalFMEAee" alt=""><figcaption></figcaption></figure>


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