Best practice for returning the full amount to the cardholder is to use the Refund button 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.
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.
- Select Refund.
- Use Search or scroll through the list to find the transaction that needs to be reversed.
- Select the Refund button on the right.
- 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 you see a Void button in place of the Refund button, the card has not been charged and the sale can still be cancelled.
- Locate the blue buttons on the right hand side.
- Select Void
- Check the box to ‘Release Funds Immediately’. This will make the pending authorization fall off at the card-issuing bank faster.
- Select Confirm.
If the original sale is settled in a closed batch and you are returning a partial amount to the cardholder.
- Use search in the upper right corner to locate the original sale.
- 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.
- 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.