--- title: "Payments and refunds" description: "Capture an authorized payment, mark an uncovered amount as paid and refund all or part of an order." url: "https://docs.poltura.com/en/orders/payments/" lang: en alternates: en: "https://docs.poltura.com/en/orders/payments/" hu: "https://docs.poltura.com/hu/orders/payments/" --- # Payments and refunds Capture an authorized payment, mark an uncovered amount as paid and refund all or part of an order. - Where: Orders → an order → Payments The **Payments** section of an order lists every payment with its provider, status and amount. From here you take the money, record that a pay-on-delivery or bank transfer payment has arrived, and send money back. ![The Payment section of an order with a captured pay-on-delivery payment, the Refund button and the amount paid by the customer](https://docs.poltura.com/screenshots/en/orders/payments.webp) ## Before you start - Refunding needs its own permission. The Owner, Administrator and Store manager roles have it. See [People and roles](https://docs.poltura.com/en/settings/organization/team/#roles). - Which payment methods your customers can use is set under [Payments](https://docs.poltura.com/en/settings/payments/). ## Capture a payment An order can arrive with a payment that shows **Authorized**. This happens in two cases: - A card payment method only reserved the amount on the customer's card. The money is yours only after you capture it. - The customer chose pay on delivery or bank transfer. No money has moved yet. Capture the payment once the courier has settled the amount or the transfer has arrived. This is how you record that such an order is paid. 1. Open the order and go to **Payments**. 2. Select **Capture payment** under the payment. 3. Check the amount on the confirmation panel and select **Capture payment**. 4. The payment status changes to **Captured** and **Total paid by customer** grows by the amount. A capture always takes the full authorized amount. You cannot capture a part of it. If the section says "Payment is awaiting authorization from the payment provider", the provider has not confirmed the payment yet. There is nothing to capture until it does. ## Mark an order as paid Use this when the order has an amount that no payment covers yet, for example after an [order edit](https://docs.poltura.com/en/orders/edit-an-order/) raised the total and you collected the difference yourself. An order placed with pay on delivery or bank transfer does not belong here. It already has an **Authorized** payment, so **Mark as paid** is disabled on it. Record its money with [**Capture payment**](https://docs.poltura.com/en/orders/payments/#capture). 1. Open the order and go to **Summary**. 2. Select **Mark as paid**. 3. Check the amount on the confirmation panel and select **Mark as paid**. ![The Mark as paid panel saying which amount will be marked as paid, next to an order that shows an outstanding amount](https://docs.poltura.com/screenshots/en/orders/payments-mark-paid.webp) 4. **Paid Total** now shows the amount and **Outstanding amount** drops. > **Good to know** > > **Mark as paid** only records the payment. It does not move any money, so use it once the money has really arrived. ## Refund a payment > **Warning** > > A refund sends money back to the customer and cannot be undone. 1. Open the order and go to **Payments**. 2. Select **Refund** under the payment you want to refund. 3. Enter the **Amount**. The panel shows how much of the payment is left to refund and starts with that amount. ![The Create refund panel with the amount left to refund, the Amount field, the Refund reason list and a Note field](https://docs.poltura.com/screenshots/en/orders/payments-refund.webp) _The amount starts at what is left to refund._ 4. Choose a **Refund reason** if you want to record why. It is optional. 5. Add a **Note** if you need one. 6. Select **Refund**. 7. The refund appears as a line under the payment with its date, reason and amount. The payment status becomes **Partially refunded** or **Refunded**. When the order shows that the customer is owed money, for example after a return or an order edit, **Summary** offers a **Refund** button with the amount. It opens the same panel. If the order has several payments, choose one under **Select payment to refund** and select **Continue** first. ## Good to know - You cannot refund more than what is left on a payment. A payment that was canceled, was never captured or is already refunded in full cannot be refunded. - Refund reasons are your own list. See [refund reasons](https://docs.poltura.com/en/returns/reasons/#refund-reasons). - A fully refunded order shows its total with a line through it, in the list and on the order. - Canceling an order refunds its captured payments on its own. See [Order details](https://docs.poltura.com/en/orders/order-details/). - A return handled under **Returns** can pay the customer in store credit or a coupon instead of money. See [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/#refund). - Refunds for cash on delivery and bank transfer orders do not go through a payment provider. You send the money yourself. ## If something goes wrong - **Capture payment is disabled.** The payment is already captured or was canceled. The reason is written next to the button. - **Mark as paid is disabled.** The order has nothing left to collect, or a payment already covers the amount. If the order has an **Authorized** payment, as pay-on-delivery and bank transfer orders do, use **Capture payment** instead. - **"That is more than this payment has left to refund."** Lower the amount to what the panel shows as left. - **The refund is refused by the payment provider.** Check the payment in the provider's own dashboard. The topic of your payment app lists common causes, for example [Stripe](https://docs.poltura.com/en/apps/stripe/#troubleshooting) or [Barion](https://docs.poltura.com/en/apps/barion/#troubleshooting). ## Related - [Order details](https://docs.poltura.com/en/orders/order-details/) - [Returns, claims and exchanges on an order](https://docs.poltura.com/en/orders/claims-and-exchanges/) - [Return and refund reasons](https://docs.poltura.com/en/returns/reasons/) - [Payments](https://docs.poltura.com/en/settings/payments/) - [Bank Transfer](https://docs.poltura.com/en/apps/bank-transfer/) - [Gift cards](https://docs.poltura.com/en/marketing/gift-cards/)