Refunding Credit Card Payments

If a refund must be given on an order that was paid via credit card using Online Registration, or in the HCR where you had to enter the customer's credit card number, you can refund it directly from the order.

While you are viewing the order in question, you will see the refund button (  ) to the far right of each payment. When you click it, a new window will pop-up on your screen and allow you to manipulate the amount of the refund. You will then be able to enter a reference in the Reference field, (such as "refund" or "no longer playing") to help identify why the refund was necessary. Lastly, enter the amount you wish to refund in the Refund Amount field.


This will refund money directly back to the credit card that was used to make the payment. No other action is required. 

If you wish to refund a payment that was made via credit card but you wish to refund the customer with a cheque or other payment method, make sure you check the "Bypass Payment Provider" check box in order to bypass the payment provider to ensure the money will not be refunded to the card using your payment provider.


*You can make the amount of the refund lower than the exact payment you are attempting to refund. For example - If a payment was $200, you can make the refund $50, $100, $150, but not more than $200. Each payment must be refunded individually if the total amount that must be refunded exceeds the total of one payment.

Refunding Other Payment Methods

Other payment methods such as Cash, Cheque, or Other may also be refunded. The process is to click the refund button to the far right of the payment in question and enter the amount you would like to refund, as above. 

Balancing an Order after Refunding

When refunding a payment, whether you are doing a partial or full refund, you are effectively removing that amount from the total payment amount received against the total fees charged for all order items (balance).

Refunding does not affect the total charges of fees since you are only adjusting the payments.  Therefore, refunding payments will adjust the balance of the order as if those payments were not made, so you will end up with a balance owing in the amount of the refund, assuming your original balance before the refund was $0.00.

To make the order balance, it is recommended that you add a negative fee in the same amount as the refund rather than deleting fees since it clearly indicates and itemizes what has happened to the order.  Also, this is more obvious when your refund amount does not equal any of the fees or combination of fees.

As for another example, let's say you have 3 fees on an order item:  $100.00, $25.00, and $75.00.  The refund you provided was $50.00, for whatever reason.  None of those fees or combination of fees are equal to $50.00 so deleting them won't balance the order.  Adding an additional fee of -$50.00 instead and naming it "Refund" makes it easier and clearer on the order and receipt.