In this section, you can go to the list section to deal with all refund requests submitted by end users or admin users of this system, or you can generate a refund request to credit card for a user first then go to the list to deal with it. The following demonstrates a full procedure starting from submitting a refund request to processing it.
When you generate a refund request for a user in this section, you can only generate such request for users with a credit card linked, and the request when approved will refund the amount defined to the user’s credit card. If the refund to laundry card or mobile account is needed, you can go to Vendor Portal => Issue Refund for such operations.
1) Click “Credit Card Refund” in the navigation bar of Refunds, then click the preset Generate Credit Card Refund. There are two filter types to choose from: “Email” or “Account Number.” Select one filter type and then choose the account you want to proceed with.
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2) When an account is selected, the Bank Card Number and Account Balance (&) will be displayed.
Bank Card Number is required to issue a refund. Ask the customer to fill the bank card number if it isn’t shown here.
3) Input the refund amount and reason for refund, and then click on the “Refund” button.
For specific vendors, you will not find “Move Out,” “Close Account” or “Test Funds” available in the “Reason for Refund” drop-down list, which have been removed as requested.
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4) The refund information will display. Check the refund information, and then click “Process Refund.”
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5) When the following prompt message is displayed, the refund request is submitted successfully.
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The refund request will be listed in the record area below. You can review, approve or decline the request.
The “Approve” button will be active after 24 hours.
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Refund Option: After the refund request is created in the table, you will see the “Refund Option” column with two applicable values: “CR Card” or “Account.” It is defined by the end user when the refund request is submitted. “CR Card” means refund to the credit card. “Account” means refund to the mobile account.
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6) After clicking “Approval,” a prompt will appear on the top of the page, indicating the refund is processed successfully. The function button will change to a green one saying “Refunded.” Click on the button, and you can view the refund information.
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You can add notes to the refund using the “Add Notes” button.
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For specific vendors, once you click the “Approve” button, a pop-up window called “Submit Account Refund” will appear, which is a custom feature by adding Credit Balance as another refunded option. You should choose one of them based on the actual refund types. It’s worth noting that the user’s bonus should be refunded via Bonus Balance to avoid the risk to cash out, while the remaining balance can be refunded via Credit Balance. Then click on the “Submit” button.
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7) Click on the “Decline” button to decline a refund. The declined refund record will be marked by a red button saying “Declined.” Click on the button to view the detail information of it. Be cautious that the decline can’t be undone.
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All refunds declined will only be recorded in the table of the Credit Card Refund section. The Credit Card Refund Log section doesn’t record the declined refunds.
8) You can use the check box at the end of each refund to mark it out as fraudulent and use the filter above to hide the fraudulent refunds. Click on “Export to Excel” button to export the refunds records list in the table.
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9) You can click the preset Search Credit Card Refund to search for specific refund request record(s) then deal with it or export it to your local storage.
Click the field Account Name then a smart search bar will display. You can input keyword of account name / email address, and account number to narrow down the search results then select the desired one from the list. The filter of Card Number and Refund Option can also be used to set the search parameters as needed. After all search criteria are set, click the Search button in blue to activate the search.
When the desired record is displayed, you can then deal with the filtered refund request following the steps mentioned in the steps above.
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Credit Card Refund Log
In this section, you can view the credit card refund records. The records are displayed by reverse chronological order, with the latest records listed at the top.
Status: The status of the refund, including “In Process,” “Refunded,” “Declined,” “Deleted by Admin.”
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You can use the filters to quickly locate the record you want to find or customize the display in special category or range. The filters support start date, end date, resident email, account number, site code, branch, last 4 (digits) of Bank Card, requested by and status.
Use the “Export to Excel” button to export the filtered data.
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Create Credit Card Void/Re-Enter
Void
A void transaction is a credit or debit card purchase that is canceled before any money is taken from the cardholder's account.
First, search the user account with transaction to be voided by email address/account number. The bank card number, account balance and the transaction(s) that can be voided under this account will be displayed.
Second, select the reason for void and you can select “Other” and manually input your customized void reason.
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Third, click the “Void” button at the end of the record.
Note: If there is no transaction valid for void, it will say ” No transactions can be voided.”
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A prompt will appear, saying “The Void is successful.” The transaction is voided.
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Re-Enter
The bank settles an account with the merchant once a day. There may be an accident where some transaction is missed when settling the account for a day. If that happens, the admin can re-enter the missed transaction by Credit Card Re-Enter.
1. Click “Re-Enter” under Create Card Void/Re-Enter in the navigation bar, and fill in the blanks according to the information from the bank.
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2. When the message below is displayed, the Re-Enter is successful; this transaction will be added in the next time settle accounts.
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Void/Re-Enter Log
In this section, you can view the credit card void/Re-Enter records. The records are displayed in reverse chronological order, with the latest records listed at the top.
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You can use the filters to quickly locate the record you want to find or customize the display in special category or range. The filters support start date, end date, resident email, account number, site code, location ID, branch, last 4 (digits) of bank card, processed by and status.
Use the “Export to Excel” button to export the filtered data.
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