Refund a Credit Card

The steps to refund a credit card depend if you are using your own Stripe account, ePly's merchant accounts or your own.

 

Using either Payroc, Stripe, Bambora (Beanstream), or Moneris eSelect Merchant Accounts

1. Login to the ePly system
2. Click on the Form/Event
3. From the Reports tab in the left menu, click the PAYMENTS report.
   
   
   
   
4. Locate the person the refund is required for (enter the person's last name into the white filter box under Last Name, then press Enter).
   
   
5. Click the person's name -- the Payment Summary will open.
6. Click on Adjust Item on the Receive Credit Card line and select Refund.
   
   
   
7. Complete the form and refund will be processed.
   
   
8. A refund receipt email will be automatically sent. To manually send a refund receipt, click on the "Details" link on the Refund Credit Card line. A pop up should appear and you can email the receipt to the registrant to confirm that the refund has been done.
   
   

 

Using ePly's Merchant Account

 

If a refund is required and ePly's merchant account is being used a formal refund request must be completed. 

1. Login to the ePly system
2. Click on the Form/Event
3. From the Reports tab in the left menu, click the PAYMENTS report.
4. Locate the person the refund is required for (enter the person's last name into the white filter box under Last Name, then press Enter).
5. Click the person's name -- the Payment Summary will open
6. Click on Adjust Item on the Receive Credit Card line and select Refund.
7. Complete the form and ePly will receive notification, process the refund, and send you an email confirmation.

Please note: Refund Requests will not be processed in the first 5 days of the month due to month end consolidation.

 

Using Your Own Merchant Accounts (including ePayment)

 

When using your own merchant account, there are 2 steps involved:  

• A. Perform the actual refund through payment gateway associated with your merchant account.
• B. Adjust the registration on the ePly system to show that the refund has been completed.

A. Refund through your payment gateway:

1. Login to your payment gateway (Authorize.net, Caledon, BluePay, psiGate, etc), and perform the actual refund using the procedure provided by the gateway.
• For specific information describing how to do a refund, please refer to the documentation provided by your gateway, or contact their customer service for a walkthrough.
• Before doing the refund, you should consider whether you intend to deduct a fee.  This is usually dictated by the wording in your refund policy for the form.
2. The payment gateways usually provide a search facility to search on the OrderID of the transaction.
• In the ePly system, you can find the OrderID associated with the credit card transaction on the payment summary page for that registrant.

B. Add adjusting payment entry to ePly system:

After you have completed the refund through the payment gateway, follow these steps to adjust the registration on ePly:

1. On the ePly system, go to the Reports screen.
2. Click the Payments report.
   
   
   
   
3. Locate the person the refund is required for and click their name (you may need to adjust the page size to see all of the names using the drop down at the top of the report).
   
   
4. Depending on the situation, you will want to adjust the registration in one of several ways:
1. If the person is no longer attending, cancel the registration by clicking the 'Cancel Primary Registration' button.  This will move the registration into the 'Cancelled' status.  They will still appear in the Payments report as a Cancelled registration, but will not show on other report.
   
   
   
   
2. If the person is only removing an item or a price is being reduced, then make this adjustment on the Main Registration screen for the registrant.  To remove an item, click 'X' next to that item.  To reduce the fee on an item, enter the new price in the text box for that line item, and change the price to the new fee. Once you click on save, all entries will automatically be added to the Payment Summary screen (including any applicable taxes).
   
   
   
5. Go the Payment Summary screen for the registrant.
6. Find the entry for the Credit Card transaction (typically it will say something like 'Receive Credit Card -Visa').
7. Click 'Adjust Item' on the right hand side of this line, and select 'Refund'.
1. On the screen that pops up, enter the amount of the refund you processed in step A, followed by an optional payment related note for the refund... click "Refund Transaction".
• NOTE: Enter the amount using the format required by the form.  For example, for an amount such as $1.23, enter '1.23'.  For a form with french format (1,23$), enter '1,23'.
8. If you charged a refund/cancellation fee, add an additional adjusting entry by selecting the appropriate item from the 'Adjustment Type' drop-down.  Enter the amount and any note, then click 'Apply Adjustment'.