An Own Service User Number (SUN) with credit enabled is required before customer refunds can be issued. Credit activation needs to be arranged through the sponsoring bank and once approval has been granted, refunds can be processed through Access PaySuite.
Credit functionality on an Access PaySuite account can be requested by reaching out to the support team and requesting to speak to an agent. Evidence of approval from the sponsoring bank must be included with the request.
📌Note: A Facilities-Managed (FM) SUN cannot be used to issue credits or refunds. Using this feature requires an Own SUN obtained through a sponsoring bank along with credit permissions enabled on the account.
For further guidance on obtaining your own SUN, please refer to:
Process a refund payment
Click the Direct Debits tab on the left hand side.
Scroll down to the Quick Actions panel.
From the Quick Actions panel, select Create Ad-hoc Payment or Refund.
Click Choose a customer and search by name, email address, or reference.
Click Choose a contract and select the contract you want to refund.
Select Issue a refund to this customer.
Enter the amount you want to refund.
Select the Credit Due Date.
Add a comment explaining the reason for the refund.
Click Issue Ad‑Hoc Refund to submit the refund.
The refund will appear in the Payments Tab or in the Future Payments Due report, which you can use to confirm that the refund was submitted correctly. Refunds display as a minus amount in the report.