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

Table of Contents

• View Refunds
• Refund a Payment
• Add Credit When Writing off a Refund Amount
• Create a Refund via API

View Refunds

Navigate to Menu > Operations > Refunds or view refunds from a specific Customer Account page in the Refunds section. 

Refund a Payment

Preconditions:

An external payment can only be refunded externally, whereas electronic payments can be refunded and processed electronically through the original source or externally.

Note: By default CardConnect does not support partial refunds for ECHECK payments. 

Read about refunding a negative invoice. 

Steps:

1. Navigate to Menu > Operations > Payments from the main menu to the list of all payments. Or navigate to the Customer Account page and view the Payments section.
2. Click Refund from the Actions menu for the desired Payment. 

3. Populate the Refund screen:

• Date
• Refund Amount:
  • Full Refund or Partial Refund.
  • Selecting partial refund will display any applied Invoices and you can specify any amount to unapply.
• Any notes or reference number
• GL Account to record the refund against
• Send email on successfully processing refund - Toggle ON to sent an email after the refund is complete. 
• Adjust the dollar amount in the Applied Invoices section when Partial Refund is selected. 
• Write-off Refund Amount - Toggle ON to write off the refund. See section below for more information. 
  

4. Save when finished.

Once the electronic refund is processed, the success message is displayed. This action unapplies any amounts applied to Invoices and also increases the Customer balances.

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.