Refunding a product sale

This guide will show you how to refund a product sale (e.g. a package of prepaid driving lesson vouchers, a physical book etc). First you will delete the sale, and then create the refund. This is a 2-step process so the financials are kept accurate:

1. Delete the sale: the sale amount will be credited to the client's Account Balance

2. Create the refund: using the amount that was just added to the client's Account Balance

   1. Refunds directly back to the client’s credit card are also possible if you’re using the integrated BookingTimes online payment system.

This article will outline both of these processes.

Refunding Afterpay purchases

The process to refund is exactly the same as it is for a credit card. When you're on the relevant Product sale to refund, the correct Afterpay transaction ID will automatically appear once you enter the amount to be refunded into the Credit field, and you can complete this refund process.

Delete the product sale

Steps

1. Navigate to the relevant Product sale

2. Click Delete Product Sale

   1. If it's for a prepaid voucher product type, this will also remove any associated prepaid vouchers

   2. If the prepaid vouchers have been transferred or redeemed to the client's Account Balance, ensure their final balance is correct because once the sale is deleted then it will also be added to the client's Account Balance.
      
      

      

      
      

3. Confirm the deletion of the Product Sale
   

   

   
   
   
   

4. The Product Sale is now marked as Deleted. IMPORTANT - keep this window open in your browser as the refund will be triggered from this product sale.
   
   

   

   
   

5. If you click on the client’s name above - it will take you back to the client’s record. Here you can verify that the purchase amount for the package, has been added to the client’s account balance, ready for the next step of issuing a refund.

   1. Click on the history clock icon to see a full breakdown of the client’s account history.
      
      

      

      
      

Create the sale refund

Now that the Product Sale has been deleted and the amount is on the client’s account balance, you can now issue the refund.

Refunding back to a credit card

Please ensure you have the correct original sale (which has a Trans # against it) selected at step 1 below. This will ensure that the refund will be correctly processed back to the same credit card that was used to purchase the sale (by automatically populating the credit card transaction ID).

Steps

1. Ensure you still have the sale in focus from the previous step where you cancelled the sale. If you don’t then:

   1. Navigate to the client’s record

   2. Select the History tab

   3. Click on Show Deleted Records link which will be at the bottom right of the transaction table.
      
      
      

   4. Click on the greyed out deleted transaction which has the Trans # column populated (the long random code)
      
      

      
      
      

2. From the deleted sale, select New in the top menu and then select Refund 
   

   

   
   

3. Enter the refund details:

   1. Enter Refund Description

   2. Enter Refund Value in the appropriate field: Cash, Credit or Other (see note below)

   3. Select whether to deduct from the client's Account balance (if you deleted the sale previously this amount should be there)

   4. Click Refund
      
      

      
      Note: If you are refunding a Credit transaction, the refund amount will already be pre-populated in the Credit field. It will also automatically add the Card Transaction Id details to refund back to the card that the original sale was purchased with.

      Any refunds should also refund any surcharges that the client had paid with the original transaction to protect against bank disputes. This is why the pre-populated refund amount is higher than the sale price as it’s included the surcharge already.

      
      

8. Select Email Refund from the side menu to notify the Client
   
   
   

9. Please refer to the Troubleshooting refunds article if a refund is declined.

Issue the refund

If you're not using the BookingTimes online payment system to issue a credit card refund, ensure you actually do the refund for the appropriate payment method.

For example:

• For cash, give the cash to the client

• For credit card payments that do NOT use BookingTimes online payment system, go to your credit card provider and issue the refund

• For EFT/other, organise the transfer of funds