Refunds

How should I process a refund?

Things to know about refunds

How do I fix a refund that I did incorrectly?

Refund Errors

How/When should I process a refund?

If the customer is overcharged and if the payment was today and/or the invoice has not been sent to your finance suite (e.g. QuickBooks, NetSuite.) yet and the customer is on standby to provide a correct form of payment (This normally will automatically happen at the end of the day or if you manually synced it through Admin > NetSuite/QuickBooks Errors & Sync):

1. The cleanest way to handle this would be to delete the incorrect payment in Zr Ware™.
2. Void the payment in the payment gateway.
3. Ask customer to provide their payment again

If the above is true, but the customer is not readily available to provide a correct form of payment

1. Allow the original payment to process in the payment gateway
2. Allow the Zr Ware® invoice and payment to sync to the finance suite system
3. From the Admin > Finance view, select one or more items to refund
4. Define a refund reason and comment and submit the refund.

The next time Zr Ware® syncs to the accounting system it will create a credit memo (Netsuite) or refund receipt (QuickBooks Online) as described in the "If the invoice has already been sent to your finance suite and you have applied a refund in Zr Ware™" below.

If the charge was correct, but the customer wasn't happy with the cleaning and wants a refund:

1. Issue the refund through Zr Ware™. This article walks you through those steps: https://zerorez.zendesk.com/hc/en-us/articles/360038981452-Finance

If the charge was applied to the wrong customer

1. Follow steps to transfer the payment to a different customer: 
   • https://zrware.zendesk.com/hc/en-us/articles/360039378951-Transfer-Payment-Admins-

This is not common but has happened on occasion if routing/dispatch changes the order of appointments after the tech has viewed his "next appointment" on his device and he does not refresh the page. He ends up going to a different address but applying payment to the wrong customer and invoice.

If the customer wants to change which credit card the charge occurred on AND this is the same day

1. Void the payment in the payment gateway
2. Delete the payment from Zr Ware®
3. Ask the customer to provide new form of payment.

Given the previous scenario is true, but they are NOT readily available to provide correct form of payment (this is not common)

1. Allow the original payment to process in the payment gateway
2. Allow the Zr Ware® invoice and payment to sync to the finance suite system
3. From the Admin > Finance view, select one or more items to refund
4. Define a refund reason and comment and submit the refund.
5. Then ask the customer to provide the correct form of payment

Given there are 2+ charges to the same credit card, but only 1 payment record in Zr Ware®

1. It is best to refund the duplicate credit card charges in the payment gateway instead of issuing a refund from Zr Ware™.

How does Zr Ware® send refund information to the finance suite?

If the invoice has already been sent to your finance suite and you have applied a refund in Zr Ware™:

1. The next time Zr Ware™ syncs that invoice to your finance suite, it will create a refund receipt where each item on the refund receipt will match the refund line items found on the invoice itself. The refund receipt tax amount will be set based on the amount of tax that was refunded as well.

Things to know about refunds

Voiding the charge in the gateway will work if you can catch it before the payment processes.

Voiding it directly in the gateway will not create a record in Zr Ware™.

Refunding the charge in the gateway will work if you notice after the fact.

Refunding in Zr Ware™ will actually lower the revenue that is on the booking. It will also actually refund the customer with money if it was a credit card payment.

The principle here is, make the record correct in Zr Ware™. It needs to show what was actually charged to the customer for the services provided. Then, once that record is correct, if the amount actually charged to the customer in the gateway was incorrect, then fix it there.

There are 4 different scenarios to handle.

1. The customer is double-charged, but only one payment is recorded in Zr Ware™. Then we can refund the customer in the Gateway because the record in Zr Ware™ is correct, but they were charged twice for some reason.
2. The customer had a payment applied with their card to another invoice. Or, they were charged but never should have been charged to begin with. If it is caught before the batch processes, then it is best to void the payment in the gateway. If it processes though, then it is best to issue a refund after the fact.
3. (The typical case). The customer is not happy with the services provided, so they call and ask for a refund. This actually lowers the revenue in Zr Ware™, so the refund is processed in Zr Ware™ first.
4. A payment was made and then a service was removed or changed causing the customer to be overcharged. Fix the payment in the CC gateway and then contact support to have us take care of the paid amount in Zr Ware™.

 

How do I fix a refund that I did incorrectly?

Go to Client History > Actions > Delete Payment. You can delete the refund there.

Then go to Client History > Actions > Edit Invoice to load the invoice screen. From there you can remove the refund line items that were added (assuming they didn’t go over to your finance suite).

Finally, go back to Admin > Finance and redo the refund on the invoice. 

Refund Errors

Sometimes errors occur when trying to process a refund. Here is how to address errors we know about.

• An unexpected error has occurred: Failed processing refund: RuntimeException: Original charge processed through TRANSAX. Unable to process refund.
  • This error typically means that your Credit Card Gateway was changed after that transaction was made. That means that your Zr Ware is now connected to a new Credit Card Gateway and can't process refunds through the old one. You will have to log into your old Transax account and do the refund through there. To keep data accurate in Zr Ware, you can issue the refund as a check to log that a refund was processed.