When doing a refund on an electronic payment (post transaction > post refund), you may wonder how you can know if that refund processed. Please see this article for steps (and a video) on how to do a refund for credit cards or ACH payments.
Once a transaction (credit card or ACH) is refunded, a crossed-out dollar sign will show up beside the transaction.
If you hover over the icon, it will say if the transaction was either "Fully Refunded," or "Partially Refunded." The refund itself will show above the payment in red, along with the corresponding refund credit (if needed to close the invoice; see this article for more about refund credits).
If the transaction was split between invoices, each part of the transaction will have the crossed-out dollar sign icon.
❗If you don't see crossed-out dollar sign icon beside the credit card or ACH payment transaction, then you did not process a correct refund.
NOTE: Refunds for credit cards take about 1-2 business days to go through. Refunds for ACH can take between 3-5 business days.
Important Notes About Refunds
Refunds CANNOT be canceled by Enrollsy! If you need to cancel a refund, we will have to go through the merchant account provider and this process can take weeks to process. We suggest instead of canceling the refund, charge the customer the difference in what was refunded and what was supposed to have been refunded. Then either post a payment for that difference or have the customer make a payment.
Same day transactions must be voided not refunded. Most payments made on the same day can be voided if done before the payment batches. Some credit card payments only take a few hours to batch. If you only have the "void" option, this will cancel the payment.
Credits are NOT the same refunds. Electronic refunds most be posted through the Post Refunds feature under Post Transaction. Credits stay on the account until the next invoice is generated either manually or through auto-pay. Then the credit is added to the invoice.
Refunds do come with an automatic Credit. Find out more here about when to use the automatic credit and when to leave it off.
Pending transactions cannot be voided or refunded. If you see a clock icon beside a credit card or ACH payment, that means the transaction is still pending. It can take anywhere from 1 to 2 business days for a credit card transaction to process, and 2 to 5 business days for ACH transactions to process, depending on the bank.
Transactions processed on a different merchant account cannot be refunded. If you have recently changed merchant accounts (i.e., CardConnect to EnrollsyPay), and you have a payment that was processed on the old merchant account, that payment cannot be refunded on the new merchant account. In this case, you will have to find a different way to refund the customer (through a payment processed on the new merchant account or a paper check).
If your company has more than one merchant account set up at a particular location, a payment processed at one location can only be refunded by Admin Users within that location.