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- Verification of the amounts to be refunded: Before performing the actual refund, an operator must perform the batch refund in simulation mode by choosing the date range of refunds to be considered, such as last week or last month. The simulation mode produces an execution log detailing the refunds to be made and the number and total amount of refunds. This information enables the operator to validate the amounts before making the actual refund.
Processing credit card refunds: Once the refunds are validated, the operator can run another with the same set of parameters as above (in particular, the range of dates). Just deactivate the simulation mode and choose "Never" for the "Put on credit note option" to credit the cases of errors to the credit account. At this stage, refunds that can be processed by credit card are sent to the payment service provider. The execution log identifies successful and failed payments. When payment is made, you can send an e-mail to the customer to confirm that a refund has been made to his/her credit card.
Should transaction fail, you can either attempt the refund again later by repeating this same step or go to the next step to transfer the remaining refunds to the credit account.Note that this step can be skipped if you don't want to credit back the money on the original credit card automatically.
Warning Refund is transaction based : it is the original purchase order that will be refunded.
If holder's card has expired after the purchase and before the refund, there will be no problem to refund him.
However, if the card has been cancelled (stolen, lost...) the refund could not be done : system will follow then the rules setup in the batch either to log an error or to refund on credit note. (see : below)- Credit in the credit account of outstanding refunds: Lastly, the operator can run another once again with the same parameters, but by choosing "When refund to credit card is not possible" for the "Put to credit note" option this time credit to the customer. As with the previous step, you can send an e-mail to the customer notifying that the refund is available on its credit balance. In case you decided to skip step 2 and want to always refund to the credit note, then choose "Always" for the "Put to credit note" parameter instead.
Warning Bests practices to run a batch :
- If a simulation mode is available, use it first to do a test and be sure of what the batch is going to do
- If no simulation mode is available, set the "Batch size" to 1, in order to do a test on 1 element and verify that all's good.