Refunds - FAQ

1. I have tried putting a refund for a payment transaction, but it keeps coming back as an error saying it has been declined. What is causing this?

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.

Note: 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. 


2. I clicked the Refund button, but then when I click the Approve Refund button on the refund payment txn I keep getting an error. How do I know if the refund was successful?

The Approve button is only required if the Refund Approval workflow is active. The workflow allows for there to be an approval process by certain members of staff, even if other staff originally actioned to the refund. The workflow stops the txn at Refund Start, and then when a user with the required access presses the Approva Refund button, it will process the refund and complete the matching process. The workflow will cause this error if the button is pressed and the status is NOT Refund Start.

If this workflow is not active, then the refund will process and the payment txn should finalised on the Matching Complete status (so long as no errors have occurred). To confirm the refund was successful:

  • The Banked payment field = YES
  • The Banked amount is -$Amount refunded (negative amount). This can be partical or the full amount of the original transaction. Note: It cannot be more than the origanal transaction.
  • The Payment Response Text contains APPROVED
  • The Status is set to Matching Complete
  • If in doubt, check your Payment Gateway and/or Bank statement
3. Authorize.net refunds not working

If you are seeing a "Payment Response Desc" of "Missing Masked Credit Card Number", then please check the related Merchant Facility in Salesforce and set the Credit Card masking to "4X....4X".  This will now work for transactions created from now on.  For transaction created prior to this date, you'll need to refund through the Authorize.net portal.

If you are seeing a "Payment Response Desk" of "A valid referenced transaction ID is required.", then check the original Payment Txn you are trying to refund.  If the "TxnRef" has a value of "0", then this indicates you do NOT have Authorize.net in Live Mode.  This is required, even for Sandbox.

If the original transaction to be refunded has not yet been settled (generally 24 hours form the payment), then the "Void" checkbox needs to be selected and the refund must be for the full amount (i.e. not partial).

 

4. What does the error message "Refunds can only be for transactions of Type Payment or Events that were process through {gateway}

The original Payment Txn record type needs to be one of:

  • Direct Debit
  • Manual
  • Payment
  • Events
  • eCheck

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.  

5. What does ticking the "Void Transaction" checkbox do when processing a refund?

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.

6. I created a refund for an Payment Txn and I added the Total Amount Paid field to the Opportunity Layout so it would reflect the actual totals, but it is still blank, even after an edit/save. How does it get updated?

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.

7. Are refunds included in Annual Statements?

Yes, refund txns are included in Annual Statements so the correct totals are reflects.