**NOTE: Only Administrator accounts have permission to record refunds. If you feel you should have Administrator permissions, please contact an existing user Administrator and request that they add those permissions to your login.
Refunds can be recorded for both offline (cash, check, offline credit card, offline debit card, insurance, or other) and online (processed either through Stripe or Payrix) payments. Please keep in mind that offline credit or debit card refunds do NOT automatically place the funds back in the customer's account - those refunds are done internally by the funeral home. Only online refunds (ones processed through Stripe or Payrix) will be automatically placed back in the customer's account. Below are instructions detailing offline refunds.
Recording a Refund from the Payments Page
For the first option, click on your name in the top right corner and then select Payments from the dropdown:
Find the transaction you want to refund and click on that transaction to see the detail:
Below the Gross total amount, you will see a Record refund button. Click on this button to bring up the refund window:
Steps for Recording the Refund
When recording a refund, you have the option to record a Full or a Partial refund:
A reason for the refund is required, so make sure this field is populated before proceeding. The system will not allow you to record the refund without a reason:
With either option of full or partial refunds, you will need to choose to decrease or not decrease the balance due. Selecting Yes will decrease the balance owed while selecting No will keep it the same under the assumption that the payment will need to be collected from a different party.
Once you've confirmed that everything appears as it should, click on the green Record refund button in the lower right corner:
After the refund is recorded successfully, you will then be taken back to the Payment details of that payment to see a status of either Full or Partial refund issued (partial is show below based on the above example since I recorded a partial payment) and also a status in the Timeline of the payment:
On the Payments page, you will see a Payment status, as well:
Back in the case within the Payments tab, you will see any refund activity under Refunds at the bottom:
And the customer will receive an email receipt confirming the refund:
Recording a Refund from Within a Case
You can also record a refund within a case. If you are in the Payments tab of a case, simply click on the three vertical dots to the right of the invoice on which you want to record a refund and select Record refund from the dropdown:
This action will again bring up the window to record a refund. Instructions for recording the refund are the same as the steps used for recording a refund from the Payments page.
Click here to be redirected to instructions for continued steps on recording a refund.
Questions? Feel free to touch base with the Support team at [email protected] and we'll be happy to help!