A manual refund is used when a customer needs to be refunded outside of the credit card payment system, such as when the refund will be provided by check or cash. This allows the customer's account to accurately reflect that a refund has been processed and keeps their account balance correct.

Common situations where you may use a manual refund include:

• The customer paid by cash or check and needs money returned.
• The organization needs to issue a refund by check instead of returning funds electronically.
• A credit card refund cannot be processed through the payment gateway (for example, the original payment is outside the allowed refund timeframe).
• The organization has already provided a refund outside of the system and needs to record the transaction for account balancing purposes.
• A customer was given a credit/refund adjustment that needs to be documented on their account.

Important: Selecting Refund - Manual does not send money to the customer automatically. Your organization must still issue the check, cash payment, or other offline refund method separately.

Steps to Perform the Manual Refund:

• If for Refund Type, you selected the "Credit" option you will still need to manually process a refund.
• Click the Add Transaction button on the Account Overview page.
• Select Refund - Manual for the Transaction Type.
• Add the Amount.
• Add any Comments keeping in mind that these are visible to the customer.
• Check the Email Confirmation box if you want an email to be sent to the customer.
• Click the Add button.
• The manual refund has now been issued to your customer and you will see the transaction on the Account Overview page.