IMPORTANT NOTES ABOUT REFUNDS [PLEASE READ]:
IMPORTANT NOTES ABOUT REFUNDS [PLEASE READ]:
BE CAREFUL when doing refunds. Make sure you are entering the correct amount and refunding the proper payment! NOTE: We cannot cancel refunds. You must go through Till/Nuvei or ACHQ to cancel a refund, which can take weeks.
You can issue full and partial refunds of credit card transactions posted AFTER the same day. (For same-day payments, you will need to void the payment.
If your merchant account provider is CARD CONNECT, you can ONLY issue FULL REFUNDS of electronic check (ACH) transactions (partial refunds are not available)
If your merchant account provider is EnrollsyPay, you CAN issue partial electronic check (ACH) refunds.
Refunds for credit cards take about 1-2 business days to go through. Refunds for ACH can take between 3-5 business days.
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.
For example, a company has two locations and two different merchant accounts. One location/merchant account is labeled "Desert Peak." A credit card payment of $50 is posted through that merchant account. An Admin User from the location "Valley" cannot refund the $50 payment because it is attached to "Desert Peak." Only Admin Users in "Desert Peak" can issue the refund.
Step 1 - Create a Refund Discount/Credit Item
We suggest that you create a new Discount Item called “Refund Adjustment” or "Account Adjustment" and always use that item when doing refunds instead of a Misc. Credit.
Step 2 - Post Refund
Here is how to post a refund for payments made AFTER the same day.
Post Transaction - Click the "Post Transaction" window (which can be accessed by the plus ("+") button to the right of Invoices in the left menu)
Enter Account - Next, enter the accounts by searching for them in the search bar. You can search by Enrollee name, Primary Account Holder name, or Primary Account Holder email address. Select the name for it to be added. Click Next.
Invoice/Account Credit Payment - Find an Invoice on an Account to refund (the payment has to have been within the last 12 months).
Invoice Refund - Click "Edit" on an Invoice to view the transactions on that Invoice. Click the three dots then "Refund Payment" beside the Payment to refund. The following window will pop up:
IMPORTANT NOTE ABOUT ADDING A CREDIT [PLEASE READ]
IMPORTANT NOTE ABOUT ADDING A CREDIT [PLEASE READ]
The box beside "Refund payment and close invoice with a credit" will automatically be checked.
The credit replaces the payment (which was refunded). Instead of the balance being zero due to payment, it’s zero due to the credit. The original charge from the invoice stays in place for historical purposes, and the money is refunded to the customer, but the credit offsets the charge to make a zero balance.
If you don't need a credit to offset the balance, then check the "Refund payment and leave invoice open." This is typically used if someone paid with the wrong payment method and plans to pay the Invoice again. See the screenshot below.
Refunding One Invoice - If the payment is for ONE Invoice, only one box will show with the entire amount pre-filled. If you need to do a PARTIAL refund (and have EnrollsyPay), change the amount in the box.
Refunding Multiple Invoices - If the payment is SPLIT between multiple Invoices, each Invoice amount will be listed. Only the top box will be checked. Check the other boxes to refund more of the total amount paid (MINUS any cancellation fees).
For example, in the box above, the total payment was $200.50. This was split between two Invoices. Invoice one was paid at $100, and invoice two was paid at $100.50. If you check both boxes, the total of $200.50 will be refunded. Click "Confirm" to confirm the refund.
5. Click "Confirm"/"Confirm anyway" to post the Refund.
Step 3- Add a Cancellation Fee (optional)
If you need to add a cancellation fee, follow these steps:
Go to the Invoice where the refund was given
Click the plus button on the right side
In the window that opens, select "Post Charge" from the options
Scroll down and enter the cancellation fee amount and the Charge Item (if you have a specific one)
Click Post
Next, you will need to do one of the following:
Option 1 - Edit the automatic Credit (when the Refund was entered) OR
Option 2 - Add a Credit (if you didn't add the Credit during the Refund)
Important Notes about Adding a Credit with a Cancellation Fee
Important Notes about Adding a Credit with a Cancellation Fee
The system will automatically enter the Credit equal to the refund. If you charge a cancellation fee, the Credit will need to be EDITED after the refund is posted to be one of the following:
If it's a FULL Refund (minus the cancellation fee), the Credit will INCLUDE the amount of the cancellation fee to balance out the account.
For example, if the total payment is $100 and the cancellation fee is $10, the full Refund is $90. The Credit should be $100 (the full Refund of $90 plus the $10 cancellation fee).
If it's a PARTIAL Refund (minus the cancellation fee), the Credit will INCLUDE the amount of the cancellation fee to balance out the account.
For example, if the total payment is $100, the cancellation fee is $10, but the partial Refund is half ($50), you would subtract the cancellation fee from the partial Refund to equal $40 refunded. The Credit should be $50 (the partial Refund of $40 plus the $10 cancellation fee).
Option 1 - Edit the Automatic Credit OR
Option 1 - Edit the Automatic Credit OR
Follow these steps if when you entered the refund, you left the option to use a Credit (Credits will show up in blue).
Click on the three dots beside the BLUE Refund Credit within the Invoice:
Click "Edit" then scroll down and edit the amount of the Credit to be EQUAL to the total amount refunded PLUS the cancellation fee.
In the following example, the total payment amount was $150. A $10 cancellation fee was added so a refund was given of $140. The credit should be edited to be $150 to balance out the account to zero. See Steps to Add a Credit with a Cancellation Fee for more information on Credits.
Option 2 -Add a Credit
Option 2 -Add a Credit
If you did NOT add a Credit during the Refund step, then follow these steps to add a Credit to the Invoice containing the Refund.
Within the Invoice containing the Refund and cancellation fee, click the Plus button
Click "Post Credit"
Scroll down and enter the total amount refunded PLUS the cancellation fee.
In the example above, the total payment was $150. The cancellation fee was $10. The refund was $140. So a Credit of $150 needs to be entered to balance out the account to zero. See Steps to Add a Credit with a Cancellation Fee for more information on Credits.