Note for WePay credit card gateway organizations: If you issue a full refund back to your customer, there are no additional fees for the refund. When you issue the full refund, WePay will return the transaction processing fees back to your customer and thus you end up not incurring a credit card transaction fee for the order. If you issue a partial refund, then WePay will keep the transaction fee and will not return the initial transaction processing fee.
CREDIT CARD REFUND PROCESS
Cancel the customer's enrollment.
- From the Admin Site Map, go to the Account Management > Search page.
- Note: To speed up the processing of refunds, you can go to Reports > Report Dashboards > Enrollments and quickly access accounts to cancel enrollments.
- Input the appropriate search criteria and click the Search button.
- Click on the correct customer's name from the returned list to go to the Account Overview page.
- Click on the spy glass icon to view the order you want to refund.
- If you need to remove any Add-Ons for the order. Click the red x next to the desired Add-On.
- Click on the pencil icon for the enrollment you want to refund.
- Click the Cancel Enrollment button.
- For Refund Type, use the drop down to select the Refund Type.
- If you want to process a full refund, leave "Refund Credit Card" selected.
- If you want to process a Partial Refund, select "Credit."
- If necessary, adjust the Credit Amount to be refunded to your customer. Note: You would need to adjust the amount if you are going to charge a cancellation fee. Ex. If the enrollment is $100 and there is a $10 cancellation fee, then the Credit Amount should be $90.
- If you do not want to provide a Refund at all, select "No Refund"
- If necessary, select the correct choice from the Remove from Roster dropdown.
- Click the Email checkbox if you want to send the customer an email for this cancellation.
- Click the Confirm Cancellation button.
- The cancellation has now been completed and you will see the transaction on the Enrollments and Account Overview page.
Note: For Partial Refunds where the enrollment is not canceled, there will still be a balance on the Account Overview page. Once you have done the Refund-Credit Card transaction, you will also need to compete a Misc-Credit transaction (Add Transaction > Misc-Credit) in order to balance the account to zero.
MAUNAL REFUND
If you need to refund a Customer with a Check or Cash, you will want to use the Manual Refund option to show on their account that a refund has been processed so that their account is balanced.
Note: The Manual - Refund option does not refund a check/cash electronically. You will still need to have someone in your Organization cut a check back to the customer.