# Refund a customer

> BCL has no refund button. Return the money outside BCL, then cancel the order in Transactions so your records match.
>
> Source: https://docs.bcl.my/refund-order/

BCL records your sales, but the money itself is collected and paid out by Bayarcash. BCL has no refund button and no Refunded status, so it cannot send money back to your customer. You return the money outside BCL, then cancel the order in BCL so your sales, stock and reports stay correct.

## Return the money

Refund your customer the way you and they agree, for example with a bank transfer from your business account. Keep the order number from BCL (such as `LINK-05870`) in your transfer reference, so you can match the two later.

If you need Bayarcash's help with the original payment, contact Bayarcash support and give them the payment's **Transaction ID**. You find it under **Additional Information** in the transaction's **View Details**. See [Check a transaction's details](/transaction-details/).

## Cancel the order in BCL

Once the money is back with your customer, mark the order as cancelled:

1. In the sidebar, click **Transactions** and find the order. See [Find a transaction](/transactions/).
2. Open the actions menu at the end of its row and choose **Update Status**.

   *(Screenshot: The actions menu of a successful FPX payment, with Update Status highlighted)*

3. Under **Other Actions**, click **Cancel**. Your browser asks **Mark as cancelled?**: click **OK**.

   *(Screenshot: The Update Transaction Status panel of a successful payment, with Cancel highlighted under Other Actions and the Email Notifications note below)*

The order's status changes to **Cancelled**, with the note **Transaction was cancelled**, and it no longer counts as a successful sale. As the **Email Notifications** note in the panel says, your customer receives an email. Its subject reads Order #(order number) - Payment Failed, so tell your customer about the refund yourself first. For a booking, they also get a **Booking Cancelled** email.

## What cancelling changes

BCL treats a cancelled order like any payment that did not go through:

| What | After you cancel |
|---|---|
| Stock | The items go back into stock. |
| Coupon | The coupon use is given back, so it no longer counts towards the coupon's **Maximum Usage Limit**. |
| Affiliate commission | The referral is rejected, unless you have already paid that commission. |
| Event tickets and bookings | The tickets stop working and their seats are released. A booking is cancelled. |
| Protected content | Access already given stays. See [Manage who has access](/protected-content-customers/). |

## Tips

A few habits keep refunds tidy:

- **Cancel only after the money is back.** Your records then always match your bank account.
- **Write down why.** Keep a short note of the refund date and reason in your own records, since BCL has no refund field.
- **Put your refund rules on the form.** Customers who know the rules before they pay ask for fewer refunds. Turn on **Enable Terms & Conditions** on the form's **Miscellaneous Settings** tab and write them there.

## Common issues

### How do I refund a customer in BCL?

BCL cannot send money back, and it has no refund button or Refunded status. Return the money yourself outside BCL, for example by bank transfer. Then open the order in Transactions, choose Update Status in its actions menu and click Cancel, so the sale no longer counts as paid.

### Can Bayarcash take the money back from my payout and return it to the buyer?

BCL cannot do this for you. Ask Bayarcash support whether they can help with that payment, and give them the payment's Transaction ID from View Details.

### I cancelled a paid order. Will the customer be told?

Yes. When you mark an order as Cancelled, your customer receives an email whose subject reads Order #(order number) - Payment Failed. For a booking they also get a Booking Cancelled email. Marking it Completed or Pending sends nothing.