Refund Payment

If the payment was made with a supported payment method, you can refund the payment to the customer. A refund results in a payment gateway transaction to return the funds to the customer and will be included in the next settlement. The billing account balance is adjusted by the amount of the refund. The following table describes what happens when you refund a payment.

Refunds are only available when the payment is in a Completed or Canceled status. Payments made with the File Payment payment gateway do not support the refund action.

• Payment Methods Supported — Credit Card, PayPal, direct debit, custom, bank draft, SEPA direct debit.

• Payment Action — Triggers a transaction to return funds to the customer. Does not remove any allocations of the payment from the invoice. To remove payment allocations, select the Cancel Payment checkbox in the Refund payment window.

• Payment Status — Sets the payment status to Completed.

• Account Balance — Account balance is increased by the amount refunded.

• Invoice Balance — If the payment to refund is allocated to invoices then you must select the Cancel Payment checkbox, which will remove the allocations. This will increase the invoice balance. If the payment is unallocated then the invoice balance is unaffected.

• Customer Funds — Funds are returned to the customer’s credit card or PayPal account through a payment gateway transaction.

Complete the following steps to refund a payment:

1. Select Customer Billing from the Gotransverse application menu .

   You may see a Customers and an Accounts tab or just the Accounts window, depending on the value for the Allow Multi-Customer Accounts Billing system setting. The Allow Multi-Customer Accounts system setting must be set to True to see both tabs. If this system setting is set to False, you will only see the Accounts window while in the Customers module. Refer to System Settings for more information about configuring system settings.

2. Select a customer from the list or search for a customer from the Search field to open the Customer Summary window.

   To quickly access a customer or billing account, click the icon on the title bar (on either the Customers or Accounts window) and enter part of the customer or billing account name. If you do not see the Accounts tab, you can still search for a billing account from the Customers window by entering part of the number in the Search field. You can also bookmark regularly-used pages. Refer to Search Feature for more information.

   

   Customers Window

   Click the icon in the left pane to hide it. Click the icon to open it.

   You can manage which columns display in any table with a Configure or Columns button by clicking the button and selecting desired columns. In addition. If the table includes a Filter button, you can filter the table contents. If the table includes an Export button, you can export visible table contents (up to 50) to a CSV (comma-separated values) file. Refer to Data Tables for more information about using these features.

3. On the Customers window, select an account to open the Customer Summary window.

   

   Customer Summary Window

4. On the Customer Summary window, select an account on the Accounts tab to open the Account Details window.

   

   Account Details Window

5. If the Allow Multi-Customer Accounts Billing system setting is set to False, the Account Details window will be slightly different. It will include three additional detail tabs: Addresses, Phone Numbers, and Emails.

   

   Account Details Window - Allow Multi-Customer Accounts System Setting is False

6. Click the Payments tab to open the Payments window.

   

   Payments Window

7. Navigate to the desired billing account and click the Payments tab.

8. Find the payment you want to edit and under Actions, click the ellipsis icon, and then select Refund to open the Refund Payment window.

   

   Table Actions Menu - Refund Option

9. On the Refund Payment window, enter the following required or relevant information:

   

   Refund Payment Window

   Required fields are marked with an asterisk.

   • Refund Reason* — Select the reason for refunding the payment.

   • Amount* — Enter amount which should be refunded.

   • Refund Payment Note* — Enter additional information about the payment refund.

   • Cancel Payment checkbox — Select to refund and cancel the payment at the same time. This cancels the payment amount and moves the payment to Canceled status.

     Canceling a payment removes any allocations of this payment from invoices and the billing account balance.

10. Click Submit to proceed with refunding the payment. Completed refunds will display under the Refunds detail tab of the Payment Details window (refer to View Account Payments and Payment Details).