Refund a transaction

Tips before you begin:

• If you are returning the full amount to the cardholder, always use Refund instead of Quick Credit. A refund is tied to the original sale amount so it prevents you from returning more than the amount of the original sale and it will stop you from accidentally refunding the cardholder multiple times. 
• Whenever possible, locate the transaction ID for the payment you are refunding. The transaction ID is a unique identifier that will ensure you are refunding the correct payment. It is often a common identifier used to cross reference data is multiple systems . If your account is linked to a third-party software, you may be able to find the transaction ID in both systems to confirm you selected the correct transaction.  
• Service fees and program fees that pass fees onto the customer are non-refundable. If the original sale includes the fee, create a partial refund for the amount of the original sale less fees. If you choose to return the full amount to the cardholder, you will absorb the fee amount the customer paid on the sale.

If you need assistance, contact our Support Team at 800-838-9699 or support@persolvent.com.

If the original sale is settled in a closed batch and you are returning the full amount to the cardholder. 

• Go to the Transactions tab in the left sidebar.
• Select Refund.
• Go to Search Transactions. 
• Enter the transaction ID of the payment you want to refund and click when it appears in the dropdown. Searching by transaction ID is preferred to ensure you are refunding the correct payment.
• When the transaction appears, select the Refund button on the right. 
  If you see a Void button in place of the Refund button, the card has not been charged and the sale can still be cancelled. Click the Void button. Check the box to ‘Release Funds Immediately’ so the pending authorization fall offs faster at the card-issuing bank and click Confirm.
• A pop-up window will appear. Select the Refund button to confirm you would like to proceed.
• This will create a pending refund in your current open batch. 

If the original sale is settled in a closed batch and you are returning a partial amount to the cardholder.

• Go to the Search box in the upper right corner of the page.
• Enter the transaction ID of the payment you want to refund and hit Enter. Searching by transaction ID is preferred to ensure you are refunding the correct payment.
• Once you find the transaction, click to view details.
• Select the Quick Refund (credit) hyperlink on the right.
• Change the charge amount from the full amount of the original sale to the amount you wish to credit back to the cardholder. (Note: Service fees and program fees that pass fees onto the customer are non-refundable. Adjust the refund amount so it is the amount of the original sale less fees. If you return the full amount to the cardholder, you will absorb the fee amount the customer paid on the sale.)
• The tax amount field is for reporting purposes only and should be updated for accuracy (if applicable).
• Select the Refund button.
• Use Search or scroll through the list to find the transaction that needs to be reversed.
• This will create a pending refund in your current open batch.