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 via Quick Actions
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.
Under Find customer or contract, search by name, email address, or reference.
Select the relevant customer or contract from the results list.
If you select a customer, click Choose a contract and select the correct contract.
Select Issue a refund to this customer.
Enter the amount you want to refund and select the Credit Due Date.
Add a comment explaining the reason for the refund.
Click Issue Ad‑Hoc Refund to submit the refund.
Process a refund payment within the customer panel
Click the Direct Debits tab on the left hand side.
Locate the relevant customer from the Customers/Contracts table.
Click the customer’s record to view their details.
Click the Payments tab and select Create Ad-hoc Payment or Refund.
Check that the correct customer is selected under Find customer or contract.
Click Choose a contract and select the correct contract.
Select Issue a refund to this customer.
Enter the amount you want to refund and 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.