Voiding or refunding a payment made in Carpay is a two-part process due to the fact that your merchant account does not directly communicate with your DMS.
Step 1: Refunding within Carpay
Within Carpay, you will need to pull up the recent payment that you need to refund. Once located, select View Receipt.
With the receipt opened, simply select Click here to refund the payment.
Click confirm and your payment has been refunded!
Refund Timing Guidelines
Same-day refunds are typically processed quickly and may return to the card within 48 hours, depending on the cardholder’s bank.
In most cases, refunds can take 3–5 business days to appear in your or your customer’s bank account.
For refunds issued after the original transaction date, dealers must wait until the funds have been deposited into their account (typically within 24–48 hours) before processing the refund.
Step 2: Void payment in your DMS
After completing the refund in Carpay, you will need to void the corresponding payment in your DMS.
Carpay does not automatically update refunded transactions in your DMS, so this step ensures your records remain accurate and up to date.