Table of Contents

• View Refunds
• Refund a Payment
• Add Credit When Writing off a Refund Amount
• Create a Refund via API
• Use Case: Refund Payments with Applied and Unapplied Amounts

View Refunds

Refunds are records of money returned to the Customer. Payments and Negative Invoices can be refunded in Ordway.

In Ordway application, you can access refund records in two ways:

Option 1: From the Main Navigation

1. On the left navigation menu > Operations > Refunds.  This displays the full list of all refund records.

   

Option 2: From a Customer Account

1. On the left navigation menu > Customer Accounts.  The Customer Accounts page is displayed. 
   
2. Click a Customer ID. Scroll down to More Details > REFUNDS tab to view all refunds related to that specific customer.
   

Refund a Payment

A payment refund returns money to the customer after a processed payment. Refunds reverse the original payment amount, update applied invoices and adjust the customer’s balance. Depending on the payment method, refunds may be processed electronically or recorded externally. Only payments with a Processed status can be refunded.

Preconditions

• External payments can only be refunded externally.

• Electronic payments can be refunded either electronically through the original processor or externally, depending on the processor’s capabilities.

• CardConnect does not support partial refunds for eCheck (ECHECK) payments by default.

• For more details, refer refunding a negative invoice for more information

Process Full Refunds

Access Payments

In Ordway application, you can access payments in either of the following ways:

1. On the left navigation menu, click Operations > Payments.
2. From the Customer Accounts page, 
   • Click the Customer ID > scroll down to More Details
   • Open the PAYMENTS tab to view all payments related to that specific customer.
     

Initiate Refund

1. On the Payments page, locate the relevant payment you want to refund. 
   
2. Click Refund from three-dot menu. The Refund dialog box is displayed.  
   
3. Configure the following options:
   1. Select the refund Date.
   2. Choose the GL Account to record the refund from the list.
   3. Choose on the following Refund Amount, Example: Full Refund
      • Full Refund: Refunds the entire amount to the original payment method.
      • Partial Refund: Refunds a specified amount, leaving the rest applied to the invoice.

   4. Choose one of the following Refund type, Example: Electronic

      • Electronic – Processes the refund through the original payment processor (available only for supported payment types).

      • External – Records the refund manually when external processing is required.

   5. Enter any relevant Notes or a Reference Number (optional).
   6. Toggle Send email on successfully processing refund to ON to notify the customer once the refund is completed.
   7. If issuing a partial refund, update the Applied Invoices amounts as needed. 
   8. Toggle Write-off Refund Amount to ON if the remaining amount should be written off.
4. Complete the Refund
   1. Click SAVE to confirm the amount to be refunded. The refund is processed, and the payment reflects in the refunded amount. 
   2. A success message appears once an electronic refund is completed.

   3. After processing:

      • Any applied amounts are unapplied from the invoices. The customer’s balance is adjusted accordingly.

Process a Partial Refund (if needed)

1. If you need to issue a partial refund, select the payment again.
2. Choose Partial Refund option and enter the desired refund amount (Example, $5).
3. Click SAVE to complete the partial refund. 
4. Verify that the payment reflects the partial refund and that the invoice is updated accordingly.

Add Credit When Writing Off a Refund Amount

See Manage Credits article to learn how to Create a Credit when writing off a Refund amount. 

Refund Multiple Payments

The best way to refund multiple payments without processing them individually through the UI is to use Ordway's APIs. You can also reach out to Support, and we can work with our Customer Success or Implementations Team to review bulk refund needs and determine the best course of action. 

Create a Refund via API

• Refund a Payment using the Refund Payment API Call.
• Refund a Negative Invoice using the Refund Negative Invoice API Call.
• Reverse a Credit using the Reverse Credit API Call. 
• Reverse a Payment using the Reverse Payment API Call. 

Use Case: Refund Payments with Applied and Unapplied Amounts

You have a $105 payment:

• $100 applied to an invoice

• $5 remaining as unapplied (overpayment)

If you need to refund only the $5 unapplied amount, follow the steps below.

Steps

1. Click Refund from the three-dot menu on the Payments page.

2. In the Refund screen:

   • Set the refund amount for the applied invoice(s) to 0.

   • Set the refund amount for the unapplied portion to $5.

   

3. Click SAVE to the refund. This ensures only the unapplied $5 is refunded while leaving the applied invoice amount unchanged.

Example 2

You have a $105 payment:

• $100 applied to an invoice
• $5 remaining as unapplied

If you need to refund $15 which may be both from Invoice and unapplied amount, follow the steps below:

Steps

1. Click Refund from the three-dot menu on the Payments page.
2. In the Refund screen:
   • Set the refund amount for the applied invoice(s) to $10.
   • Set the refund amount for the unapplied portion to $5.
     
3. Click SAVE to the refund. This ensures only the unapplied $10 is refunded from Invoice and $5 is refunded from unapplied amount totalling to $15 refund.