Refunds - FAQ
Check original Payment was Successful
Check the original Payment Txn to confirm that the payment gone through. In the payment section, there will be the response of whether the payment was successful or not. In the example below the payment did not proceed and therefore no payment had been taken, even though the attempted amount will still appear in the Payment Txn.
Payment Txns are not payment confirmations, but a record of any payment attempts that have been made.
Due to stages, the workflows may still generate a receipt. But it is always best to check the Payment Txn itself for the correct status.
Check with the Card Holder that the card is still valid?
Refunds can only be given to cards that are still valid. If the card has expired or been canceled by the card holder or their bank then the refund will not go through.
Check the Card is not a Gift type card
Gift cards cannot be refunded to.
Check refund limit not exceeded
A refund cannot be an amount larger than the original transaction. As no money was charged on this transaction, any refund above $0 will come back as an error as the system will see this as refunding a higher amount than that was charged.
Check the error response with the Payment Gateway
Payments2Us records the response from the Payment Gateway you are using (e.g. Windcave, Stripe, PayPal, NAB Transact, Authorise.net, EziDebit etc.). Please contact the Payment Gateway and ask them why the refund failed
Payments2Us does not have code that returns and error for payment transacting, including refunds.
Payments2us connects to a Payment Gateway. The Payment Gateway connects to the banking system and performs the transactions.
Payments2us get the result from the Payment Gateway of Success or Failure and log those in the Payment Gateway Response Code/Text/Desc and update the Status accordingly.
For more help on the status description and code, please contact your Payment Gateway for more assistance.
The original Payment Txn record type needs to be one of:
- Direct Debit
AND the original Payment Txn field "TxnRef" (api name AAkPay__dpsTxnRef__c) must have a value.
The "original Payment Txn" means the Payment Txn record that you are trying to refund. This is the record that you'd press the refund button from.
The field "TxnRef" (api name AAkPay__dpsTxnRef__c) is automatically maintained by Payments2Us. If this is missing, then it might be related to a manual load of similar related activity.
Void is a special attribute of refunds. Some payment gateways do not allow you to refund before the funds are settled. Settlement often happens within 24 hours. Voiding the transaction allows you to cancel the transaction before it is settled.
Most transactions will not require ticking this checkbox, and not all payment gateways require this step. If you are unsure, leave it unchecked.
If the Total Amount Paid field owing is added after all txns are created (payment, refund, etc), it needs at least one txn to go through the matching process to update that field on the opportunity.
Change any related txn to Matching Start, and when it goes to Matching Complete the field will update. Only one txn is required to do this step, not all related txns.
Yes, refund txns are included in Annual Statements so the correct totals are reflects.
Refunds can only be refunded to the credit card that made the original txn. If that card is no longer active, and alternative manual refund will need to be made via EFT or another method.
After refunding, to keep a record in Salesforce, you can create refund Payment Txn, but skip the part where it goes through the banking system.
- Click the refund button on the payment txn as per the regular refund process.
- Make sure the Approves check box is not ticked.
- Enter "1" into the "Payment Status" Field. This is required for the banked formula fields to reflect the correct amounts.
- ONLY If the Payment Source is "PayPal" (i.e. you have already refunded in PayPal Directly), then set the "Payment Response Code" to "PAYMENT.SALE.COMPLETED"
- The newly created refund txn, the status will be "Refund Start". Change the status to Receipting Complete if you do not want to send an email notification. If you do want to send a email notification change to Receipting Start. This will then complete to the Matching process. Note that this txn is a record only, the funds will not be physically refunded through the process.
- Clearly document how the alternative refund was processed.