Processing a Refund in Referrals

Contents

1) Finding a Refund Transaction

Via the Referrals List

Navigate to BoB2 → Payment → Referrals

This will display you with the Referrals List of Payments/Refunds that have Failed. The list is sorted where the oldest transaction that has been created/attempted will appear at the top. This helps to you to deal with Transactions that have been waiting for the longest amount of time.

To show only the Refunds you can either press the dropdown for “Payment Type” and select “Refunds” and then press “Search”. Alternatively, you can identify the Refund transactions via the Refund Icon in the list below…

When you find the Refund Transaction you want to process/handle, press the “View” button located on the right side of the row. This will display the Payment Maintenance screen for the specific Transaction.

Via the Order Edit Screen

Alternatively, you can also get to the Payment Maintenance screen from the Order Edit screen on the Transaction Information Tab and pressing “Edit” next to the Payment. (See image below)

2) Refund Maintenance Screen

When on the Refund Payment Maintenance Screen, for all of the different Payment Methods, and the actions you can take are different between Sage Pay and Non Sage Pay Payments. Below you can see the typical layout of the Payment Maintenance screen, the main differences for Payment Types are the buttons and some information that is displayed. However as a whole the screen is laid out the same.

At the top is a header containing information about the Order and the Refund Payments date
Bottom left shows the Payment Details, display more information related to the Transaction you are amending.
Top-right shows buttons to control the payment. Dependent on the Payment Method will determine which buttons are displayed. You will see more detail in sections 2a and 2b on these.
Bottom right shows a grid of Transactions against the Order with the row highlighted in Green for the Transaction you are currently amending. If there are multiple Transactions against the Invoice, they will be displayed here also. For the one you are currently amending there is no “Edit” or “View” buttons, but, for the other Transactions there are. This allows you to navigate between Transactions. (In the example image below you can clearly see a Cash Payment was taken initially and then we have raised a Refund against the Order that needs confirmation)

NOTE – Chargeback: For Refunds created via a Chargeback Return, they will end up in Referrals with a specific Transaction Note. You will be force this transaction. Please be aware that Chargeback transactions are handled 1 at a time so once one in processed and you believe there is more money to Refund, then check the Order or the Referrals screen for the next failed pending Refund.

Contacting the Customer

Before actioning anything related to the Transaction, usually the first action to perform when dealing with a Transaction error is to contact the Customer.

Create Email – You can press “Create Email” which will display the email template box shown below, from here you can select the error type…When you press “Create Email” it will generate an email for you, with which you can preview what will be sent to the Customer before pressing “Send Email”
Phone Number – In the top-right corner of the Transaction Maintenance you will notice a Phone Number for the Customer. If at first you do not get a response via email then you can always use this to contact the Customer.

a) Handling a Debit/Credit Card Payment Method

Force Refund – Displays the Force Refund popup. From the Force Transaction popup we can select the Payment Method and add a Note for the Transaction you would like to manually enter.
Attempt Refund – Attempts to Refund to the same Debit/Credit Card used for Payment. If this does not work then you will need to Force the Refund as you are not allowed to Refund to a different Debit/Credit Card.

b) Handling a Gift Card Refund

Force Refund – Displays the Force Refund popup. From the Force Transaction popup ensure that the Payment Method is set to Gift Card, once done you will notice a “Assign a new Gift Card” link.
Assigning a New Gift Card – Once clicked this will open in a new tab and try to default as much information as we can. Confirm that these details are correct and add any other details you might require. Once details have been entered. Press Save and Continue Edit. Then you will notice a button at the bottom labelled “Notify Recipient”, click this.
Confirming Refund – Once done close the Gift Card tab but keep a note of the ID or Code of the Gift Card and then add that in as the Note in the Force Refund Popup box and then press “Confirm”.

c) Handling Any Other Payment Method

Force Refund – Displays the Force Refund popup. From the Force Transaction popup we can select the Payment Method and add a Note for the Transaction you would like to manually enter.

Updated on 6 November 2024

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