A card payment that has already been initiated or authorized cannot be cancelled through DirectBiller. However, a full or partial refund of the original payment can be credited back to the account.

To refund a card payment:

Go to the Payer Support page. Searching the account number of the payer or search the reference number of the payment.

The status can either be Pending or Processed. Under Action, click Cancel/Reverse.
 

The next page offers two options: a full reversal or a partial refund.

To refund the entire payment, under Full Reversal, click Reverse.

For a partial refund, enter the amount up to the original transaction total and click Refund.
 

The cardholder will see a separate credit to their account within several business days. 

You have the ability to make multiple partial refunds, up to the original full payment amount.