How Do I … Refund or Void a Processed Credit Card Payment that Fails to Refund?

The integrated credit card processing module within Control offers users the ability to process credit card transactions directly in the system. At times you may be requested by your client to refund or void a processed payment, either due to a return, incorrect payment amount, customer states the deposit was posted twice, etc. Control should handle these refunds and voids automatically in the program. There are a few factors that can influence your ability to refund or void a processed payment depending on the length of time that has passed since the original payment was processed or whether the payment was run in the current open batch.

At times you may also encounter an error message when attempting to void or refund a payment, if any of the above scenarios occur and you are prevented from refunding or voiding the payment directly within Cyrious you can handle the refund / void manually.

• If the payment was processed today and the credit card batch is still open, it is preferable to void the payment so that you avoid any potential processing fees.
• If the payment was processed in a previously closed credit card batch you will have to refund the payment back to the client.

Please note that the accounting impact within Control for a refunded payment versus a voided payment has the same effect. Below is a list of general steps that you should take to complete a manual refund of a processed payment.

1. Call **Capital Q** or **Merchant Warehouse** and advise them that you utilize a point-of-sale system from Cyrious Software and the program has an integrated interface to process credit cards through their system.
2. Ask if they can help with an issue you're having with a payment. Give them your company information so they can pull up your account.
3. Explain that there was a payment processed on x date, for x amount and you wish to confirm the deposit was processed.
4. If they confirm the deposit processed yet the customer balance is $0.00, you will not be able to locate the “Give Refund” option (see How Do I…Refund a Payment).
5. If the order is in a CLOSED status the Give Refund option won't be present. You will need to change the status of the order from Closed back to Sale.
6. You will need to manually refund the payment in Control without actually refunding anything on to the customer's credit card. In Control click on Setup | Accounting Setup | Credit Card Options, in the section “Select the payment methods that will use the online credit card processing feature.” remove the check mark from the box for the payment method you will be refunding. i.e. Mastercard, Visa, etc.
7. In Control, open the order explorer and locate the order that you will be refunding.
8. Right-click on the order in the list of results and choose Order Options | Give Refund. Enter the refund amount, select the payment method for the refund and enter a reason. The refund will be initiated within Control however the client's credit card will not be refunded twice since you disabled credit card processing for that payment method.
9. As a final setup you now need to re-enable credit card processing for the payment method. In Control click on Setup | Accounting Setup | Credit Card Options, in the section “Select the payment methods that will use the online credit card processing feature.” place a check mark in the box for the payment method you disabled earlier. i.e. Mastercard, Visa, etc.
10. Contact Cyrious Tech Support if you need additional support or if your QuickBooks or other accounting software needs to be adjusted for the payment/refund.

• Please click this link for the appropriate steps to resolve this issue.

• Entered : 05/2011
• Version(s) : Control 3.1 / SMS v8.9