Use these instructions when submitting a miscellaneous refund task for an order. Miscellaneous refunds are used when you are unable to process a refund for a customer. For example, if a customer's subscription was previously canceled with a prorated or partial refund but the customer should have received a full refund, a miscellaneous refund request will have to be submitted.
How to Enter a Miscellaneous Refund Request
Search and select the customer's account that the refund should be applied to from Customer Search
From the Customer Service ribbon, navigate to Notes
Click Add Note
The Notes Detail dialog box will appear, complete the following fields:
System Name*
Enter TSK
Reason Category*
Enter RFD
Reason*
Enter RFD
Follow Up User
Remove your name, leave this field blank.
Note
Enter all details that populate in the note field. Pub/Item #, Owning Org, Refund Amount, Promo Code, Original Order Number, Should it go back to the original credit card, and the Reason for the refund.
DO NOT enter an upsell path.
Click OK
The note created on the customer's account becomes a task for the EP (Electronic Payments) team to then issue a miscellaneous refund. When the task is completed, EP will update the note to include that the refund has been sent to the customer along with the ARN number for reference.
