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Refunding payments to the used payment instrument

  • Updated

In this article you will learn how to refund a payment to the payment instrument the member originally used, and what changes in the member account afterwards.

Contents

Fast lane

  1. Membership fees and payment runs: open the Member account, open the three-dot menu of the payment and select Refund to used payment instrument.
  2. Online purchases: go to Finance / Online sales, open the three-dot menu of the transaction and select Refund purchase.
  3. Cash register payments: open Finance / Cash registers / Cash journal, find the receipt and select Cancel receipt.

Prerequisites

  • Permission: Execute refund on payment run payment for refunds on payment run payments, Online-Payment overview and refund for refunds on online purchases.
  • The payment was collected via Finion Pay and the payment run has not been cancelled.
  • The payment method does not matter. SEPA Direct Debit, credit card and the other methods offered by Finion Pay can all be refunded.

Refunds for membership fees and payment runs

The function is called Refund to used payment instrument. It is available on every payment that was collected via a Finion Pay payment run, including SEPA Direct Debit. The function is not restricted to credit cards. What decides whether it is offered is the payment run, not the member's payment method: if the payment run was executed via Finion Pay, the payment can be refunded.

Payment runs that were not executed via Finion Pay do not offer this function.

  1. Open the Member account of the member.
  2. Find the payment you want to refund.
  3. Open the three-dot menu next to the payment and select Refund to used payment instrument.
  4. Enter the Amount. The field is capped at the amount that is still refundable, meaning the original amount minus any refunds already made.
  5. Click Confirm.

Partial refunds are possible. You can refund the same payment several times until the original amount is reached.

Refunds for online purchases

Use this route for online purchases that cannot be refunded from the member account.

  1. Go to Finance / Online sales.
  2. Find the transaction, for example by member number or date.
  3. Open the three-dot menu next to the transaction and select View details.
  4. Select Refund purchase and tick I confirm I want to refund this payment to the original payment instrument.

Refunds for cash register payments

If the payment was made at the cash register, cancel the matching receipt. You do not need the member's physical card at the POS terminal.

  1. Open Finance / Cash registers / Cash journal.
  2. Find the receipt that belongs to the payment.
  3. Select Cancel receipt.
  4. Under Please select the refund mode, choose Refund to credit card or Payout in cash.

What happens in the member account after a refund

The refund is forwarded to the payment service provider. As soon as the provider confirms it, a Payout is booked in the member account. A Payout line therefore confirms that the refund was accepted; it is not proof that the money has already reached the member. When the money arrives depends on the provider and the payment method. Check the status of the individual refund in the Adyen Essentials Portal.

Together with the Payout, the receivables that the refunded payment had settled are released. They are open again, and dunning and locks are reset. Decide what should happen to them: if the member is not supposed to pay them, reduce them, credit them or write them off, otherwise the next payment run collects them again.

When a refund is not possible

  • The menu item is not shown: the payment was not collected via a Finion Pay payment run, or the payment run was cancelled.
  • Refund to payment instrument is not possible. No refundable amount is left for this payment, or the payment has no transaction reference at the payment service provider.
  • A refund request is still in progress! An earlier refund for this payment has not been completed yet. Wait until it is finished before starting a new one.
  • The amount is already refunded! The original amount has been refunded in full.

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