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How do I organise a refund for a customer?

  • Updated

To organise a refund for a customer, the first thing you need to check if the status if the sale.  Is it still pending or has it been settled?

  1. Log into Merchant Portal
  2. On the left-hand side menu, go to eSales Voucher and then select eSales Voucher Handler
  3. Select your search method and input relevant information.  e.g. Select Last Name, and input the customers last name and click search
  4. Review the summary line and if the Status reflects PENDING, click the blue No hyperlink to open the eSales Voucher, or if the Status reflects SENT TO LF or SETTLED a Credit & Adjustment Voucher is required.
  5. Select Reverse Auth

Or, if the Status reflects SENT TO LF or SETTLED a Credit & Adjustment Voucher is required.  

  1. On the left-hand side menu, go to Credit & Adjustment Voucher Handler and then select Create a New Credit & Adjustment Voucher
  2. Select the Card Type
  3. Tick the box if you incorrectly submitted for settlement and would like the original authorisation to be restored
  4. Select the Reason for Return 
  5. Select Next
  6. Input the details of the original sale to refund the customer.
  7. Select the Submit for Processing