> For the complete documentation index, see [llms.txt](https://help.checkoutchamp.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.checkoutchamp.com/crm/gateway-setup/ethoca-refunds.md).

# Ethoca Refunds

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**Ethoca** is a global collaboration platform, acquired by Mastercard in 2019, that enables real-time data sharing between merchants and card issuers to facilitate faster transaction dispute resolution and reduce chargebacks

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{% hint style="info" %}
You might be interested in our [Ethoca plugin](/crm/plugins/chargeback-management/ethoca.md)
{% endhint %}

## Add Ethoca as a Refund Reason <a href="#rdr-addrdrasarefundreason" id="rdr-addrdrasarefundreason"></a>

Go to **CRM → Call Centers** and scroll down to the Refund Reasons panel.

<figure><img src="/files/yVYaVOw92V1WKZIvqSwr" alt=""><figcaption></figcaption></figure>

Press the green + button on the far right and add **Ethoca** as a reason.

<figure><img src="/files/dkFviEibDcQB4Ac10yL5" alt="" width="375"><figcaption></figcaption></figure>

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## Add Ethoca Fees into Gateway configuration <a href="#rdr-addrdrfeesintogatewayconfiguration" id="rdr-addrdrfeesintogatewayconfiguration"></a>

Go to **Gateways → Gateway List** and edit your gateways to add the **Ethoca Fee**.

<figure><img src="/files/L2Uv7lhEr9pkFV65ftzN" alt=""><figcaption></figcaption></figure>

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## Mark transactions as Ethoca <a href="#rdr-marktransactionsasrdr" id="rdr-marktransactionsasrdr"></a>

You can mark the transaction as having been refunded via Ethoca either manually in the CRM or via the Refund Transaction API.

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### Refund Ethoca manually <a href="#rdr-settherdrmanually" id="rdr-settherdrmanually"></a>

1. Find the customer in CRM using the [Customer Service Search](/crm/customer-section/customer-service.md).

<figure><img src="/files/ihxsn6bYcWhiBAn8Qqai" alt=""><figcaption></figcaption></figure>

2. Find the transaction which to refund.

<figure><img src="/files/tqp4nfgAJDDqeI7i1HNc" alt=""><figcaption></figcaption></figure>

3. On the transaction **Actions**, choose **Refund.**

<figure><img src="/files/DZmyjpUVsogee3JxuADr" alt=""><figcaption></figcaption></figure>

4. Choose **Ethoca** for the **Refund Reason**.

<figure><img src="/files/TacvK1FOIx6bKF3oENpR" alt=""><figcaption></figcaption></figure>

5. Optionally choose to the Refunded Externally box
   1. If the refund has already been given at the gateway, check the **Refunded Externally?** box and fill in the **Refund Transaction Id** (from your gateway) if known.
   2. If the refund has not already been given, then leave **Refunded Externally?** unchecked.  The refund will be sent to the gateway.
6. Press **Refund** button

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### Refund Ethoca via API <a href="#rdr-settherdrviaapi" id="rdr-settherdrviaapi"></a>

1. Review the **Refund Transaction API** [here](https://apidocs.checkoutchamp.com/#9a74cdd2-0b0d-4894-89df-772ecc85d252)
2. Create an API user with access to the **Refund Transactions** endpoint. Be sure to whitelist as needed.
3. Call the **Refund Transactions API** with
   1. **transactionId**
   2. `refundReason=Ethoca`
   3. `externalRefund=1`  (if refund has already been given at the gateway)
   4. `fullRefund=1`
   5. **loginId** = API user username
   6. **password** = API user password

***

## Reporting <a href="#rdr-reporting" id="rdr-reporting"></a>

### Refund Details Report

If the steps above are followed properly, the [Refund Details Report](/crm/reports/payment-reports/refund-details.md) will display the Ethoca transactions. Some transactions will be displayed as **External** (Externally Refunded).

You will see **Ethoca** in the **Refund Reason** column.

<figure><img src="/files/1eeVexg244EjeieVi5ib" alt="" width="563"><figcaption></figcaption></figure>

### Transaction Summary Report

Additionally, the **Ethoca Fee** is calculated as an expense on your [Transaction Summary Report](/crm/reports/payment-reports/transaction-summary-report.md).

<figure><img src="/files/nB5WYEVKv43L0UD6CACD" alt=""><figcaption></figcaption></figure>

Hover over the Expenses value to see the breakdown.

<figure><img src="/files/iV9B1bSpiMLLFtUYKqZ5" alt=""><figcaption></figcaption></figure>