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This article will show you how to determine the refund status at the Invoices and Payments screen in Advantage. Refund status can be determined at either Invoices & Payments or from the Customer Activity screen.
3 min read
How to Determine the Status of a Refund
From the Customer Service ribbon, navigate to Invoices and Payments
Search and select the customer and locate the refund transaction, refunds are identified with RFD in the Source column
Determine the method of refund - credit card or check. If a refund is going back to a credit card, the credit will show a Payment Code and Payment Nbr for the credit card to be refunded. If the refund is going back by check, the Payment Code and Payment Nbr will be blank on the credit line, if the refund has declined due to a charge-back the credit to refund will be in hard decline status
Select one of the following...
If the refund is by credit card...
Make sure your toolbar is customized to show the Transaction Type and Transaction Status Description fields.
Locate the credit to refund, transaction type and transaction status
If the status is success, the refund has been issued successfully back to the card. Provide the customer with the Application Date - this is the date the refund was issued back to the credit card. Depending on the card issuer, it may take a few days to reflect the refund on the customer's account
If the status is not a success, contact Support for status.
If the refund is by check...
Make sure your toolbar is customized to show the Check Date, Check Number, and Check Net Amount fields.
Locate the check refund by using the Check Date field and cross referencing it with the transaction date.
The Check Date field will display the date the check was issued, or printed
If the refund was declined due ti a chargeback...
When searching for the account you may see a note automatically pop up letting you know there are potential chargebacks on the account. Make sure to read the notes carefully by clicking on Notes
Since these are chargebacks, the refund already occurred with the credit card vendor. Additional information will be provided by placing a support ticket in to the EPP team.
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