How to refund a transaction in Converge

To refund a transaction in Converge, go to Payments > Settled Batches, open the batch, select the transaction, click Refund, enter the amount and click Issue Refund. Once a transaction has settled you can’t void it, so a refund is the way to give the money back.

  • Applies to: Converge
  • You’ll need: a Converge login; for a refund without the original sale, that user right enabled by Cartis support
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How do I refund a settled transaction in Converge?

You can refund the full amount or part of it.

  1. In Converge, click the Payments tab. Next, click Settled Batches.
    Converge Payments page with arrows pointing to Payments in the left menu and the SETTLED BATCHES button at top right
  2. Find the batch and Click on it to open.
    Settled Batches page showing the Batch List with settled date, batch number and net amount, an arrow pointing to a batch row
  3. Select the transaction to be refunded. Clicking on the transaction will open the Transaction Details screen.
    Transactions inside a settled batch, with an arrow pointing to the Sale transaction row to open
  4. Click Refund at the top of the screen. The original sale amount will be displayed.
    Transaction Details panel for a $3.00 sale with an arrow pointing to REFUND in the top menu
  5. From the Issue Refund screen, enter Refund Amount (you can issue full refund or partial refund). Scroll down to view the information from the original sale in the remaining sections. Add or correct information if needed.
    Issue Refund screen with an arrow pointing to the Refund Amount field under Authorized Amount, and a scroll bar arrow
  6. Click Issue Refund to complete the transaction.
    Bottom of the Issue Refund form with Order Section, Custom Fields and Tracking, and an arrow pointing to the ISSUE REFUND button

If it worked, the refund shows in your current batch and settles at your usual batch time. The cardholder is refunded in the next 3-5 business days, though it can take up to 7-10 business days for them to see the funds, depending on their card issuer.

How do I force a refund without the original sale?

Use this if you need to refund a transaction in Converge but can’t find the original sale, or the original sale has no refund option. You complete a new, stand-alone refund instead.

  1. Click on Payments .
    Converge Payments page with an arrow pointing to Payments in the left menu
  2. From the Payments page select Return from the New Payment drop-down.
    Payments page with the NEW PAYMENT drop-down open and an arrow pointing to it; Return is the first option
  3. Converge will take you to the New Return page.
  4. Fill in the amount to refund in Subtotal field.
    New Return page with the empty Subtotal field in the Amount Section and the START TRANSACTION button
  5. Select which type of payment card this refund will go to.
  6. Choose Enter on Keyboard.
    New Return page with Payment Type CREDIT / DEBIT and Entry Type ENTER ON KEYBOARD highlighted in boxes numbered 5 and 6
  7. Click Start Transaction.
    New Return page with ENTER ON KEYBOARD selected and an arrow pointing to the START TRANSACTION button
  8. Converge will display additional fields you can fill out.
  9. If you have token (customers) enabled, on the Order section screen, enter the name of the customer into the Customer Search Bar to locate the customer’s payment information. Or, manually enter the card information to process the refund.
    Order Section of the New Return page, highlighted, with Search Customers bar, Card Number and Expiration Date fields
  10. Scroll down to the Billing Address section.
  11. If the billing address is not already included in the customer’s profile (or if you entered the customer’s information manually), you may enter the customer’s billing information here (optional).
    Billing Address section of the New Return page highlighted, with name, address, phone and email fields
  12. When you are finished entering your customer’s information, click Process to complete the transaction.
    Bottom of the New Return page with Shipping Address and Custom Fields, and an arrow pointing to the PROCESS button

If it worked, the refund shows in your current batch and settles at your usual settlement time. The cardholder is refunded in the next 3-5 business days, though it can take up to 7-10 business days for them to see the funds, depending on their card issuer.

Common questions

How long does a Converge refund take to reach the cardholder?

The refund settles with your batch. The cardholder is refunded in the next 3-5 business days, and it can take up to 7-10 business days for them to see the funds, depending on their card issuer.

Can I refund part of a payment in Converge?

Yes. On the Issue Refund screen, enter the amount you want to give back. You can issue a full or partial refund.

Why can’t I do a refund without the original sale?

Since April 2023, stand-alone refunds are disabled for users. If you have a use case that needs it, contact Cartis support (1-888-712-0770, support@cartispayments.com) to have the user right enabled.

Updated November 2, 2026

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