Spent an hour on the phone with a condescending and arrogant Customer Service rep who contradicted the information on my screen.

The option is clearly visible on the Processing tools menu and it even informs your that you need to wait 5 business days for the transaction to fund before a "Refund" can be processed.  The CSR told me its not possible to refund an eCheck and yet the Merchant Portal contradicts his statement.

Would someone please explain to me why this is an option and yet no one I speak with says its possible.  Either fix the portal or make this function work.  I'm absolutely furious....especially since my rates with Quickbooks increase constantly and then I get spoken to like I'm crazy when I ask them to explain the issue.