How to refund a Mercado Pago payment from a Zendesk ticket

To refund a Mercado Pago payment without leaving Zendesk, install Pagowell, open the customer's ticket, find the payment in the sidebar and click Refund. Choose Everything left or Part of it, pick a reason, add an optional note for your team, then confirm the sentence that says exactly what will happen. Mercado Pago creates the refund, and Pagowell adds an internal note and the pagowell_refund tag to the ticket.

Before you start

• Pagowell needs the production access token of the Mercado Pago account that received the payment. With more than one country, each account has its own token and the sidebar opens the account mapped to the ticket's brand.
• The agent must be in Who may take actions (admins by default), and refunds must not be switched off in the settings.
• Everyone who is not an admin is held to the Refund limits you set per currency, for example BRL 500, MXN 2000.

Steps

1. Open the ticket. Pagowell lists the requester's payments, found by every email on their Zendesk profile, any CPF, CNPJ, CUIT or RUT written in the ticket, payment ids in the ticket and your order reference.
2. Find the payment. If it isn't listed, type the payment id, an email, an order reference or a document number into the lookup box at the bottom of the sidebar (it reads "Payment id, email, reference or document") and click Find.
3. Check its status. Only an approved payment can be refunded. A payment shown as In dispute has an open claim, and Chargeback means the customer's bank already reversed it.
4. Click Refund. The form opens inside the payment.
5. Choose the amount. Everything left refunds what hasn't been refunded yet. Part of it takes an amount in the payment's currency.
6. Pick a reason and, if you like, write a note for your team. The note goes into the internal note, not to the customer. If the reason is Other, say why in the note.
7. Confirm. The form spells out the exact refund, for example "Refund the whole payment (R$ 199,80) of Mercado Pago payment ... to the customer, from Loja Brasil?". Nothing is sent until the agent clicks Refund in Mercado Pago.

When a refund is blocked

Refund or cancel?

An unpaid Pix code, boleto or cash slip has no money to return. Use Cancel payment instead: nothing is charged, the Pix code or slip stops working, and the ticket gets the pagowell_cancel_payment tag. An uncaptured card payment can be canceled the same way.

What happens if the connection drops

Every refund is sent with an idempotency key. If Mercado Pago's answer is lost, Pagowell resends once with the same key, which Mercado Pago treats as the same refund. If that answer is lost too, Pagowell says it doesn't know the result and sends nothing more, so click Refresh and look at the payment's refunds before trying again. A refund is never made twice by a retry.

What it costs

Pagowell is $10 a month per agent, one plan with every feature, billed monthly by Zendesk. It has a 14-day free trial, and Zendesk asks for a card at install. Every setting is in the Pagowell documentation.