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Home > View Reports > Refund/Void Reasons Report
Refund/Void Reasons Report
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The Refund/Void Reasons report lets you search for all the Refunds and Voids that have been processed in your account over a specified time period.


Void happens when a purchase is authorized but gets reversed before the sale is ever finalized (captured) - for example, because a refund is requested or fraud is detected, etc. Since funds were never transferred from the consumer to the merchant, there is nothing to be refunded. The consumer may have seen the “pending” charge in his or her credit card account, however, since the sale is never actually captured, the pending charge simply drops from the consumer's credit card statement.


Refund happens when a purchase was authorized and captured. Funds were transferred to the merchant and therefore when a refund is requested, those funds are returned to the consumer's account. The credit card statement reflects the purchase along with the reversal.


Choose a date range to see all refunds and voids processed during that time period, along with the customer names, transaction amounts, reasons for each, and more.


Run a Report

Follow these steps to run the Refund/Void Reasons report:


Login to the SegPay Merchant Portal at:, then point your mouse at the My Consumers menu and select Refund Void Reasons.


Click the Saved Reports menu if you have run the Refund Void report before and want to retrieve a previously-run report (see the Saved Reports section near the end of this document for more detail). Otherwise, see step 2 below to generate a new report.


Click the date-selector box and choose the time period you want to report on. Select Today, Yesterday, Last Week (the last completed Sunday-Saturday period), Last Month (the previous calendar month), This Month (the current calendar month), Last 7 Days, Last 30 Days or pick a Custom Range and select starting and ending dates:



Next, select the specific merchant account(s) you want to see in the report.



Select which specific Cash program(s) you want included in the report. Cash programs group your websites together by affiliate so it may be easier for you to report by cash program instead of selecting URLs (in the next step). Note: Select “None” to include websites that are not associated with any Cash program.



Click the URL(s) menu to see a list of your websites. All sites associated with the Cash program(s) you selected in step 5 are selected by default, but you can add or remove specific sites. Note the Search box, which makes it easier to find a specific site if you have a large list.



Click Generate Report. By default, results are sorted reverse-chronologically by date (the newest data is first). Each row represents a specific refund and with data associated with that refund, including the merchant ID, currency type and more (see below for list of columns displayed in the report). Click on any column header to sort the report according to the data in that column. Columns included are:

  • Merchant ID
  • Sale Date
  • Purchase ID
  • Sale Transaction ID
  • Reversal Type: Either Refund or Void.
  • Reversal Transaction ID
  • Currency Type
  • Reversal Amount
  • Reversal Date
  • Customer Name
  • URL: Website associated with the reversal.
  • Cash Program name: Cash program/affiliate associated with the URL above.
  • Processed by: Who processed the reversal.
  • Reason Code: Entered by the person who processed the reversal.
  • Comment: Entered by the person who processed the reversal.



Customize Report Results


Many reports have similar elements that can be used to customize the report.  See below for some sample elements that are available in this report. Note screen shots may not be an exact match for the data returned on this report.


Choose from a Saved Report


Most reports have four small icons in the top right corner.  The one shaped like a floppy lets you save your report filter choices so that you can easily retrieve them later.

Just click the icon and type in a name to use when retrieving your report filter.  If you choose the same name again it will let you overwrite the old filter.  You can also rename and delete your filters.

When you are ready to use your filter just click ‘Choose from a saved report’ to pull up your saved filter.  This can save you time if you run the same report many times.  Note saved reports save filters but do not save groupings.


Download my Report


To download your report choose the icon in the top right that looks like a down arrow.


Then give your report a name and choose the format for your download (CSV,XSLX,PDF) and click the download button.


On some reports that return thousands of rows of data you will be given some additional choices for your download.  You will see an option to have your report emailed to you. 


Large reports may be emailed to you in a zip archive format.  Very large reports (usually in PDF format) can require the zip archive to be split into multiple emails for delivery.  Save all attachments to the same folder and open the first one and it will uncompress them together into a single large file.


Report Charts


In the top right corner of your report you will see several small icons.  The icon with the waving arrow will allow you to see a chart view of your report. 


When viewing each chart type you can use the other dropdown filters to change the way your chart data is represented on the page.  Experiment with different options to see which gives you the best view for that chart type.


Result Table Filtering in your Report

Your report data is returned in a tabular grid format.  There are several useful controls built into this grid for filtering and sorting your data.  

Page Controls and both Horizontal and Vertical Scroll Bars will help you to see data that is too large to fit on the screen. 



Use the arrows to advance to a certain page or go all the way to the last page.  You can also control how many items display on a single page.   Totals are shown to the right. 



Please feel free to let us know any thoughts or suggestions you have about this report or anything else, by emailing [email protected].


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