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【EC-CUBE】How to Cancel or Refund a Payment (Credit Card / Mobile Payment, etc.)

Updated

For credit card, mobile payment, Paidy, carrier billing, Rakuten Pay, au PAY, and d payment, refunds are issued from the KOMOJU Dashboard's Transactions screen using the Refund button.

Refunds are executed immediately. Once a transaction's status becomes "Refunded" or "Partially Refunded," the refund cannot be cancelled. Confirm details with your customer beforehand.
If your unsettled balance (after deducting settlement fees) is insufficient to cover the refund amount, the refund request will be rejected.

Applicable Payment Methods

Credit card / Mobile payment / Paidy / Carrier billing / Rakuten Pay / au PAY / d payment (d払い)

About the Availability of d Payment

d payment (d払い) will be available starting September 30, 2026. Before that date, payments and refunds via d payment are not available.

 

Refund Steps

You can issue a refund from either the EC-CUBE admin panel or the KOMOJU Dashboard.
The steps below describe how to do it from the EC-CUBE admin panel:

  1. Open the relevant order
  2. In the KOMOJU Payment section, under Payment Actions, choose "Full Refund" or "Select Partial Refund"
    • If you choose Partial Refund, enter the amount to refund.
  3. Click "Refund"

Status After a Refund Is Completed

  • When a full refund is completed, the payment status becomes "Fully Refunded"
  • When a partial refund is completed, the transaction status becomes "Partially Refunded (amount)"

Note on Crossing a Billing Cutoff

If the purchase date and the cancellation/return processing date fall on either side of a billing cutoff, the customer's card issuer will first charge the original amount, and the refund (or offset against the following month's charge) will occur the following month or later.

Note that settlement fees are still charged even if you run a test refund in the Live Mode environment.

Refund Deadlines (Domestic Japan Payment Methods)

Refunds through KOMOJU are only possible within the deadline set for each payment method. If a refund fails despite having a sufficient unsettled balance, the cause is likely that the refund deadline has passed.

Payment MethodRefund Deadline
Credit Card (Japan)No deadline
PayPay / Merpay / Paidy / au PAY365 days
Rakuten Pay30 days
d paymentUntil 8:00 PM on day 179
Carrier Billing (au)Full refund: by the end of the second month following the payment month / Partial refund: from the month after the payment month through the end of the second following month
Carrier Billing (SoftBank)180 days (full refund only; partial refund not supported)

Related Articles

  • How to Cancel or Refund a Payment (Bank Transfer / Convenience Store / Pay-easy)
  • Refund Status Sync and Settlement Timing
  • Matching EC-CUBE Orders with KOMOJU Transactions