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How to Refund Payments

The following steps can be followed to refund a payment to a customer:

*Refunds back to a Credit Card can only be processed through a Constellation Payments (CSI Pay), Vital/TSYS, or PPI gateway. If you are using a different gateway to process your credit card payments you will need to do an External refund in EZFacility and log into your merchant account's own web portal to process the refund back to the credit card. Refunds for a Direct Debit (EFT/ACH) payment must also be refunded manually.

How to Issue a Full Refund

This guide will show you how to issue a full refund to a client.

Clients

Clients

Click on the Clients link

Choose Client

Choose Client

1. Search for your client

2. Click on client's First or Last name

Client Billing

Client Billing

1. Click on the client's Billing tab

2. From Billing click on the Payments tab

3. Click on the Receipt number to access the detailed payment information

Payment Details

Payment Details

When the payment is applied, it will list those items it is currently paying against (See How to Take a Payment)

Using Unpay

Using Unpay

1. Click on the "Unpay" link to remove the applied amount from the item

2. Once the payment has been unapplied you can now click on "Refund"

Issuing the Refund

Issuing the Refund

1. Use the default refund amount or change it to the desired amount

2. Choose the method to refund to

3. Enter any comments about the refund

4. Click on "Issue Refund" to complete the process

Completed Refund

Completed Refund

1. The initial payment reflects the amount refunded (full or partial amount.)

2. The refund is listed as a separate payment as the Total Received amount in parentheses.

How to Issue a Partial Refund

This guide will show you how to issue a partial refund to a client.

Clients

Clients

Click on the Clients tab

Choose Your Client

Choose Your Client

1. Search for your client

2. Click on the client's First or Last name

Billing

Billing

1. Click on the Billing tab

2. Click on Invoices

3. Change the Show drop-down menu to All Invoices

4. Click the Edit pencil next to the paid invoice you wish to do a refund for

Edit Receipt

Edit Receipt

1. A receipt on an invoice that shows a Total Applied lower than the Total Received is eligible to have the difference refunded

2. Click on the Receipt number to refund the difference

Refund the Receipt

Refund the Receipt

Click on the Refund link

Refund Method

Refund Method

1. Choose your method of refund from the drop-down

2. Click Issue Refund

Refund Complete

Refund Complete

The receipt summary now shows the original amount collected, the amount refunded and what the remaining value is applied toward

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