Self-Service Refunds

Overview

Self-Service full refunds allow you to request a refund for checkout receipts through Axiom. Currently, only VCPay/Bluesnap transactions are eligible.  You can request and process your own refund requests directly.  The security roles needed to process refunds are Sys_Admin_1 or  payments_refund_admin.  

  1.  Initiate the refund.
  2.  Mark the refund "Ready for Approval" (optional)
  3.  Approve or deny the refund. 
  4.  Submit the refund. 
  5.  Delete the refund if needed. (optional)

Initiate the Refund 

There are two places to initiate a refund: 

From the Checkout Receipt Detail Screen


Click on the Refunds section on the Payments Processing Homepage

  1. Populate the Checkout Receipt you would like to refund
  2. Press Update
  3. The Checkout Receipt information will then automatically populate when initiated from this Screen

From the Payments Processing Homepage

  1. Click on the "Create a Refund"
  2. Find the Checkout Receipt you would like to refund in the Checkout Receipt field using the advanced search option
  3. Press Update
  4. The Checkout Receipt information will automatically populate the Checkout Refund fields
  5. Populate any additional data and Press Update. 

The newly created refunds will now show up in the "Refunds Pending Approval" query.


Marking a Refund - "Ready for Approval" (optional)

An optional step when processing refunds is to mark the refund as ready for approval.  

  1. Navigate to the Action Menu on the Checkout Refund detail screen
  2. Click on "Ready for Review"
    1. This updates the refund approval status to "Pending"

Refunds in this state will show up in the "Refunds Pending Approval" query along with newly created ones. 

Approving/Denying a Refund

To Approve a Refund

  1. Navigate to the Action Menu on the Checkout Refund detail screen
  2. Click on "Approve Refund"
    1. This will change the following:
      1. Refund Status to "Ready for Submission"
      2. Approval Status to "Approved"

Once a Refund is approved, it will now show in the "Refunds Pending Submission" query

To Deny a Refund

  1. Navigate to the Action Menu on the Checkout Refund detail screen
  2. Click on "Deny Refund"
    1. This will change the following:
      1. Refund Status to "Obsolete"
      2. Approval Status to "Denied"

Submitting a Refund

  1. Navigate to the Action Menu on the Checkout Refund detail screen
  2. Click on "Submit Refund"
    1. This Action send the request to Bluesnap to refund the transaction.

OR 

  1. Navigate to the Action Menu on the Checkout Refund detail screen
  2. Click on "Approve and Submit Refund"
    1. This Action will approve and submit the refund in one click.  This will send the request to Bluesnap to refund the transaction.

Deleting a Refund

If a refund has not yet been approved, it can be deleted. 

  1. Navigate to the Organize Menu on the Checkout Refund detail screen
  2. Choose Delete 



FAQ

Is there a way to refund multiple checkout receipts at once? Or is this only one at a time? 

This version supports single checkout receipt refunds.  

Once a refund is submitted, there is no way to cancel that, correct?   

 True, once submitted a refund cannot be canceled.  Payers will need to make a new payment.  This is why several checks are in place before submission.

Do they process as normal refunds, through the Payout?  

Yes 

How can I see who submitted the refund? 

On the Checkout Refund record, in the upper right hand corner, there is a link to the Audit Log.  This tracks and collects information on the record it is on.  From here you can see general updates from the General Tab or activity updates from the Checkout Refund Activity Tab.



When will my parents receive their money from the refund?

The longest a refund should take is 72 business hours, but it is dependent on the account issuer (the payer’s bank or credit card issuer).