Refunding is a small thing that feels like a big thing. The plugin walks you through it in steps, and it makes you stop and think before anything irreversible happens.
Start the refund
Go to Mollie Payments, then Transactions.
Find the payment and click the row to open it.
Click Process refund.
Step 1: Review
You see what you are about to refund: who, what, how much, and when they paid.
Read it. Refunds are irreversible, and the two seconds you spend here are cheaper than the phone call afterwards.
Step 2: Configure
Now you decide the details.
Refund amount. Tick Full refund to give back everything, or enter a smaller number to refund part of it.
Partial refunds are useful more often than you would think. A customer who used half a package, a service that was down for a week, a package bought at the wrong tier.
Reason. Optional, and for your records only. Your customer never sees it.
Write something anyway. In six months, “customer changed their mind” will mean a great deal more to you than a blank field. It is stored with the refund, and you have up to 500 characters.
Downstream actions. This is the part that matters, and it is where our plugin earns its keep.
The plugin asks: what should happen besides the money going back?
Depending on what the customer bought, you can choose to:
Unpublish the property, if they paid to submit a listing. Otherwise you have refunded them and left their listing up, which is a slightly strange favour to do a stranger.
Remove the featured status, if they paid to feature a listing. The property itself stays published; it simply stops being promoted.
Cancel the recurring Mollie subscription, so no future payments are taken. This is essential if you are refunding an unhappy subscriber. Refunding this month’s payment while leaving the subscription running means you will do this again next month.
Email the customer to tell them the refund has been processed.
Think about these properly. The money is only half of a refund. The other half is undoing what the money bought.
Step 3: Confirm
For refunds above 50 euro, the plugin asks you to type a word to confirm. In English that word is REFUND.
This is deliberate friction. It exists because a misplaced click on a large refund is a genuinely bad afternoon, and because a mouse can slip in a way that a keyboard cannot.
Type it, and click Confirm refund.
Step 4: Result
The plugin tells you what happened, and the transaction’s status changes to Refunded or Partial refund.
The money goes back through the same route the customer used to pay. How long it takes depends on their bank and their method, but it is usually a few days.
What it costs you
The transaction fee Mollie charged you on the original payment is generally not returned when you refund. That is standard across the industry, and it is worth remembering before you build a business on a generous refund policy.