Staff members will sometimes need to issue a refund or add a credit to a person's account. The following outlines the basic steps to issue a Transaction Refund/Credit (Whole or Partial).
Important Notes:
Refunds cannot be issued until the next business day for refunds on transactions where the original transaction had the credit card processed online.
Credit card transactions do not "settle" until midnight on the day of the transaction, so they cannot be charged until the next day.
The only option on the same day of a credit card transaction is to void the transaction entirely. This will prevent the charge from hitting the person's credit card.
Credit Card Transactions that use a PIN number can not be refunded.
Instructions
Search for and select a user account
Select the Voids, Refunds, & Transfers tab
Navigate to the Activities tab
Select the item(s) you wish to refund
Click the Refund Selected Items button
Fill in the Refund fields
Receipt #: Select the link to view the transaction receipt
Customer: The user who made the reservation will be linked
Payment Type: Method for issuing the refund
Item: Select the items to include in the refund
Remove From Roster: If you want to remove the person from the activity while issuing the credit, ensure that this box is selected. If you leave that box unchecked, the refund/credit will be issued, but the person will be left on the roster. (Facility rentals can be left intact in this same way.)
Balance Reduction: Indicate any amounts and adjustments
Refund Amount: Indicate the refund payment type
Admin Fee: Apply an administration fee, if applicable
Balance Due: Enter the fee amount
Note: There is a $0.00 default amount. Enter the desired amount so that it can go to the correct GL account.
Refund Reason/Note: Add a comment to indicate the reason for the Refund/Credit (optional)
Note: Issuing a refund back to a credit card is not possible on the same day as the original transaction. Additionally, it is important to note that most merchants will only allow for credit card refunds prior to 120 days.
Select Continue
If you selected Remove from Roster, select OK on the pop-up
Review the Refund Confirmation page and click Submit
