Refunding a product sale

This guide will show you how to refund a product sale (e.g. a package of prepaid driving lesson vouchers). This could be a full refund for the entire package of vouchers, or a partial refund if some have been used. First you will redeem all the remaining prepaid vouchers to the client’s account balance, and then create the refund. This is a 2-step process so the financials are kept accurate:

1. Redeem the prepaid vouchers: this 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.

Redeem the prepaid vouchers

Steps

1. Please see the article Converting/redeeming prepaid voucher to account balance to redeem the desired prepaid vouchers to the client’s account balance. Please note it’s important to ensure that the individual values of the prepaid vouchers were set up correctly on the product initially, because these are the values that will be used to issue the refund.

2. After you have redeemed the desired prepaid vouchers, on the client record verify that the correct amount 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.

   2. If the amount is incorrect (perhaps due the individual values not having the correct values), then you may need to manually adjust the Account Balance. Simply update it to the correct amount, and enter a reason for adjustment.
      
      

      

      
      

Create the refund for the prepaid vouchers

Now that the prepaid vouchers have been redeemed 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. Navigate to the original product sale that issued the prepaid vouchers.

   1. Navigate to the client’s record

   2. Select the History tab

   3. Click on the original transaction which has the Trans # column populated (the long random code)
      
      

      
      
      

      
      
      

2. From the original 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 (Credit will be pre-populated - see note below)

   3. Select whether to deduct from the client's Account balance (this amount should be there from the previous step)

   4. Click Refund
      
      

      
      Note: If you are refunding a Credit transaction

      • The refund amount will already be pre-populated in the Credit field - see note below.

      • The Card Transaction Id details will be automatically added to refund back to the card that the original sale was purchased with.

      Any refunds are suggested to include 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 service price as it’s included the surcharge already.

      —> If you wish to override this amount (e.g refunding a portion of the sale or you don’t wish to refund the surcharge), simply enter the desired amount into the Credit field.

      
      

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