You may encounter situations where the system does not have the information required to initiate a refund through the application. In this case, on the Return Request -- Refund page, at the bottom of the page, the Initiate Refund button is replaced by the Mark Manual Refund button.
When you click this button, the Return Request is moved to the Manual Refund status for further actions outside of the Agent Console. Other means may then be required to process the refund, for example, processing the refund through the payment gateway console or having a check written for the amount.
For information on PayU Latam in regards to returns, see the Understand PayU Latam use section.
