Refunding Online Payment Link

Desperatly hoping someone has a reasonable solution to this issue.

A customer has paid using the MYOB Online Payment Link.  We now have to refund the invoice.

 

MYOB information states to Contact Support, but the drop down boxes do not cover refunds via the Online Payment Link.

We then went to the chat box and they sent us in a circle to the link to contact support.  Finally we were given a phone number to contact.

 

Once we give the Invoice number and date details we are told that we cannot refund the full amount as the transaction fees cannot be refunded.  How do we refund the full amount?  You could direct deposit the amount is the reply from the person on the phone.  That goes against the terms & conditions on the FAQ's cut & pasted below.

 

Refunds for online payments should only be provided to a cardholder if it's a genuine refund for a sale. The refund must be processed to the same card used in the original sale, and must be in the form of a credit and not via cash or cheque (as per the Online Payments Terms and Conditions).

To process a refund, contact our payments team by submitting a support request via My Account (log in at myaccount.myob.com and click Contact support).

 

Does anyone know how to refund the full amount to the customer?

We are feeling very frustrated at the amount of time spent running in circles with no real solution that we can see.  What are we missing?

 

Thank you.