How to Reverse a Payment
Only the recipient of funds can reverse a payment through the ePay Dashboard by voiding it before 8 PM EST to avoid fees or issuing a refund (full, net, or partial) after processing, with transaction fees being non-refundable and the payer or agency responsible for those costs.
Reverse Payment
Only The Recipient of Funds Can Reverse a Payment.
If you are the payer needing to reverse a payment, please contact your insurance company directly.
Important Details
A void is available if the payment has not been processed. Payments are processed nightly at 8 PM Eastern Standard Time. Since the payment has not been processed, no transaction fees will be assessed.
After 8 pm Eastern the payment is considered a Refunded Payment and the processing fees will need to be covered by either the agency or the payer. Transaction fees are non-refundable. Therefore, you will incur any portion of the transaction fee that is refunded.
A refund is available from the time the payment is settled up to 1 year after the payment is made. Since the payment has been processed transaction fees are assessed.
- Full Refund: Refunds the total amount paid. Processing fees are not refundable. If you choose to refund the full amount, your agency will be covering the transaction fee.
- Net Refund: Refunds the total amount paid minus the payer fee.
- Partial Refund: Refunds a custom amount. This is most commonly used for prorated amounts if a policy is canceled.
How to Reverse a Payment
- 1.Log into the ePay Dashboard
- 2.Click the Transaction tab in the left navigation menu.
- 3.Search for the transaction and click the Transaction Number.
- 4.Click Refund Payment in the red box to the right.
- 5.Select the type of refund.
- 6.Click Confirm
You and the payer will both receive an email confirmation that the payment has been refunded. The payer can expect the funds to post in their account within 2-10 business days.
Questions? Contact Customer Support at [email protected].