Credit Card/ePayment Refund:

When refunding a credit card or eCheck, the request will immediately be sent to the payment gateway.

  1. Navigate to the Receipts tab.

  2. Click the Receipt Number of the receipt requiring a refund.

  3. Click the Create Refund action.

    1. You may also notice the Process Refund action also on this page. The reason for this is Refund Receipts are a record type of the Receipt object. Clicking this button before the Refund Receipt is created will not impact the system. However, it is best practice to use Field Level Security to make this button visible only to those in the organization with the power to processes Receipts.

  4. A New Refund Created message will open. Click View Refund. The Refund record for the payment will open.

  5. Click the Process Refund action to process credit card refunds made via Payment Gateway. Once the Refund is processed, allow the system a few seconds before refreshing the page to view the transactions.

  6. Click the Customer Receipt action to view the Refund Receipt to be sent to customers. To download a PDF of the Receipt, right-click the Receipt and select Print. In the Print window, click Open PDF in Preview. A PDF copy of the Receipt will open on your screen that you can save to your computer.

    For credit card refunds, an ePayment record is created in the Refunds ePayments related list on the Receipt record indicating the status of the electronic refund.

Once the Gateway authorizes the refund, the Fonteva Receipt Refund record is posted and transactions are created. An ePayment record is created to record all Payment Gateway Success or Fail responses.

The following Transaction Lines are created:

  • Credit to the Deposit Account

  • Debit to the Item's Refund Account

Since the majority of purchases will use a credit card, the Item’s Refund Account field will reflect the same GL Account as the Item’s Income Account field.

Offline Refunds:

Offline refunds refer to when funds are not being disbursed through electronic payments. Processing an offline refund is almost the same as processing a credit card refund, except no ePayment record is created since the transaction was not completed through a Payment Gateway.

Depending on your organization's refund processes, additional steps are recommended.

If it’s standard practice when issuing a check refund to credit a payable account with your transaction, you will need to update the deposit account field with your payable account.

  1. Navigate to the Receipt record in question.

  2. Click the Create Refund action.

  3. A New Refund Created message will open. Click View Refund. The Refund record for the payment will open.

  4. On the refund Receipt record, click Edit. The Edit Receipt modal will open.

  5. Locate the Payment Type field under Payment and Totals and choose the appropriate payment type.

  6. Click Save.

  7. Click Process Refund. A Transaction record will get created for the refund. Transaction lines should reflect the following:

    1. Credit should reflect the payment to the Accounts Payable GL Account.

    2. Debit to the Item's Refund Account.

Reflect a Payable Account:

Sometimes in the event of offline payments, you may want to reflect the crediting entry of the refund to be a payable account. Before you process the refund, Edit the entry for the Deposit Account field to your organization's Accounts Payable account. Save your edit and click Process Refund.

The crediting GL Account is controlled by this field and will update the Transaction Lines to reflect the crediting entry of the refund.

Refund an Invoice Payment:

When you refund a payment against an Invoice, it will add to the Balance Due on the Invoice. This will cause the Invoice to remain Open. You will need to create an Adjustment in order to completely close out the Invoice. You can learn how to create an Adjustment in Adjusting Invoices.

Chargebacks and Non-sufficient Funds:

In the event of a chargeback or non sufficient funds check (NSF), you would utilize the Offline Refund functionality to create the appropriate transactions that would reverse the original payment

Be aware: The system could have created a Subscription or Attendee Record depending on the type of item that was paid. Depending on your organization’s processes, you may need to cancel the Subscription or Registration since the payment was not received.

Create and Process a Partial Refund:

A partial refund adjusts a Sales Order by placing a credit balance on the order using the original payment method. After the refund is posted, the Sales Order includes an additional receipt with the Type field set to Refund.

  1. After creating a Refund as described above in steps 1-4, locate the Receipt Lines related list.

  2. Click the arrow dropdown list for a Receipt Line.

  3. Select Edit for the Item you want to adjust the refund pricing for. The Edit Receipt Line modal will open. 

    1. Type the amount to be refunded in the Sales Price field.

    2. Click Save.

  4. Select Delete next to the item(s) you are NOT refunding. Instead of deleting an item you can edit the Sale Price & Total to $0.

  5. Click the Process Refund action to process credit card refunds made via Payment Gateway.

  6. Refresh the page to view the updated the Receipt record.

  7. Click the Customer Receipt button to view the Refund Receipt to be sent to customers. To download a PDF of the Receipt, right-click the Receipt and select Print. In the Print window, click Open PDF in Preview. A PDF copy of the Receipt will open on your screen that you can save to your computer.

The refund is posted and the adjustments to the GL Accounts are made via the newly created Transaction Lines. For credit card refunds, an ePayment record is created in the Refunds ePayments related list on the Receipt record indicating the status of the electronic refund.