To confirm a card refund, open the customer's Account Overview. A Refund - Credit Card line means TeamSideline sent the refund to the card used for the order. Void - Credit Card means the charge was canceled before it was collected, so the card was never charged. Give the family the refund's date and amount and the card's last four digits, and allow 2 to 5 business days for the refund to show on their statement.
Applies to: Org admins with access to customer accounts · All plans · Orders paid by card through Payrix
Where: Customers > Account Management > Search > (customer) > Account Overview
Check the refund on the customer's account
- Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
- Scroll down to Account Balance. Find the refund by its Transaction Type and note its Date, Amount and Trans #.
- Find the original order in the same list and click its View Order icon (the magnifying glass).
- Under Payment Information, note the Credit Card Number. It shows only the card's last four digits, for example ...1234. The refund went back to that card.
- Give the family the refund's date and amount and the card's last four digits.
Families can see the same refund on your website under My Account > Order History.
What each line means
| Transaction Type | What happened | What the family sees |
|---|---|---|
| Refund - Credit Card | The payment had settled, so a refund was sent to the card used for the order. | A separate credit on their card statement, usually within 2 to 5 business days. |
| Void - Credit Card | The refund was made before the payment settled, so the whole charge was canceled instead. | No completed charge and no credit to look for. A pending charge drops off on their bank's timeline. |
| Refund - Manual | Your organization recorded money it gave back outside TeamSideline, such as by check. | Nothing on their card. They get the money the way your organization paid it. |
| A cancellation with no refund line | The enrollment was canceled with Credit or No Refund. | Nothing back to the card. With Credit, the amount stays on their account as a credit, shown in parentheses. |
If the family says the refund hasn't arrived
- Make sure the account has a Refund - Credit Card line. If it has only a cancellation, no money went back to the card. Refund it with Add Transaction and Refund/Void - Credit Card, while the order is still in your refund window.
- Count the business days since the refund's date. TeamSideline's refund emails tell the family to expect it within 2-5 business days, and some banks take longer.
- Ask the cardholder to look for the credit on statements dated after the refund, for the card ending in the four digits you found. A refund is a separate credit: the original charge stays on the statement.
- If the card was closed or replaced since the order, ask the cardholder to check with their bank, which usually passes a refund on to the cardholder's account.
- If the credit still isn't there, contact TeamSideline Support with the customer's name, the refund's date, amount and Trans #. Support can look up the refund with Payrix and get trace details the cardholder's bank can use.
If it doesn't work
- The refund isn't in the list. The list may be filtered by date. Click Apply Filter, choose No Filter and click Save.
- "Error processing refund. This refund cannot be completed due to the customer's bank declining to process the refund. Please complete the steps to perform a manual refund." The card's bank refused the refund, for example for a closed card, and nothing was recorded. Pay the family another way and record it as a manual refund.
- "Error processing refund. An error occurred while trying to refund this transaction. Please contact support@teamsideline.com for additional assistance." The processor can't refund the original payment yet, for example because it's still pending or it failed. Contact TeamSideline Support before you try again.
- "Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The payment hasn't settled. Refund the full amount (it's voided), or wait a day and refund part of it.
- An error page appeared while you refunded, and the account doesn't show the refund. Don't refund again. Contact TeamSideline Support: they check with Payrix whether the refund went through and correct the account if it did.
Good to know
- A refund goes only to the card used for the order. To pay a family back another way, use a manual refund.
- When you cancel with Refund Credit Card, the family always gets an "Enrollment Canceled" email that includes the refund. A refund made with Add Transaction sends a "Refund Confirmation" email only when you check Email Confirmation; if it turns out to be a void, the email is a "Transaction Confirmation" instead. Sent emails are listed under Communications > Communication Logs > System Log.
- If a checkout problem charged a card twice, TeamSideline Support refunds the duplicate charge and lets your organization know.
- Support can confirm what Payrix shows, but only the cardholder's bank can see their statement.