To process a refund manually:
- In the control panel, go to Finance > Documents. The list of the existing customer documents is displayed.
- Switch to the Open Documents tab and click Add New Refund. You are asked to select the account for which you want to create a refund.
- Select the radio button next to the corresponding account name and click Next. You are required to specify the Refund Type.
- Choose the Refund Type option as follows:
- Standalone select this type to add money to account balance without linking this money to any of the previous payments. In this case, you need to select from the Payment Method list the payment method to be used for refund.
- Previous Transaction select this type to refund one of the existing payments. In this case, you need to select a transaction related to the payment to be refunded: to do it, click
next to the Previous Transaction field.
- Click Next. You are asked to provide the Refund Details.. Fill in these fields:
- Reference Number, optionally enter the refund reference number into the field.
- Total, enter the sum to be refunded to a customer.
- Description, enter a description of the refund.
- Click Finish. The refund is created.
When the respective cancellation charge order (CF) is provisioned, a credit memo is created, which is applied to the refund. Both the refund and credit memo are in Open status. Upon receiving an approval response from the payment gateway, the refund and credit memo are assigned with the Closed status and the customer balance is credited by the sum specified as its Total.
An independent refund can be applied in exactly the same way as invoices and debit memos.
You can also process refunds from other Billing control panel menus:
- Finance > Documents, the View Document tab of a selected document.
- Operations > Customers, the Documents tab of a selected customer.
- Operations > Resellers, the Documents tab of a selected reseller.
Note: Under specific configuration of fraud screening, the following problem may arise: when a payment is refunded, all its parameters are put into the black lists that are configured (e.g. the customer credit card, black list of service plans, etc). To handle the situation, after refunding, the staff member must adjust the black lists if required (for example, if the credit card is not supposed to be included to the list, staff member must delete it from the list manually after refunding the payment).