Lesson 6b: How To Give A Refund To A User – Schedule Master Support

Upon completing this lesson, you will know how to issue a refund to a user through various methods.

1. Go to the statement of the user whose credit balance you want to refund. An administrator can view statements from Billing Admin >> Statements.

2a. If you are making a refund via cash or check, click “Make a refund.” For credit card refunds, skip ahead to number 2b.

Note: eCheck refunds are currently not supported.

Key in the amount to be refunded and select your preferred payment option (Cash or Check).

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2b. For a credit card refund, click on the description of the credit card charge that you wish to refund.

That will pop up the following screen. If the charge was made within the last several hours, the charge screen will default to a 'Void'. Otherwise it will default to Credit. Only one or the other type of refund will succeed. The default is the most likely one. Click 'Submit' to process the void/credit and add the transaction to the customer statement. If it does not succeed, you can try the other option. More details on the 2 types...

Void: Transactions can only be voided if they have not yet settled, which generally happens within hours of the transaction. A voided transaction (the charge or credit) will not appear on the user's credit card statement. This type can only be used to refund the entire amount of the charge.

Credit: Transactions can only be credited if they have settled and usually only within 3 months of the charge to the card. If credited, both the charge and the credit will show on the user's statement - though not necessarily on the same statement if not made the same day. If it has been longer than 3 months, you would probably need to refund through other means, such as a check. When issuing a credit, you can do a full or partial refund. If issuing a partial refund, adjust the refund amount.

3. If the refund is successful, the refund screen will close and the statement will show the new transaction. A statement with a voided credit card transaction is shown below. A check refund would have a description that would look more like 'Refund: Check #1200'.