How to process a Void and a Refund.

Ticket Open – Credit Cards Not Batched: If the transaction has not been finalized and the credit cards have not been batched, the refund can be processed by voiding the order. 

• – PAN request not required – payment information still available for Void   
• – Locate the ticket within Point of Success through Order entry/View Tickets/Find Ticket 
• – Click on the Void/Refund button, choose Void Order 
• – Or if you track waste: Open order, choose Pay, click Remove Payment, click Accept, choose Waste/Cash/Check and choose Pay Full Amount.

Ticket Closed – Credit Cards Not Batched: If the ticket is closed but the credit cards have not been batched, the refund can be processed by voiding the order. 

• – Obtain the full number via PAN Request (or credit card customer)
• – Locate the ticket within Point of Success through Order entry/View Tickets/Find Ticket 
• – Click on the Void/Refund button 
• – Click on the Void button 

Ticket Closed – Credit Cards Batched: If the ticket is closed and the credit cards have been batched, the refund cannot be processed by voiding the order. In this case you must process it as a refund.  

• – Obtain the full card number via PAN Request (or Credit Card Customer)
• – Locate the ticket within Point of Success through Order entry/View Tickets/Find Ticket 
• – Click on the Void/Refund button 
• – Click on Refund Payment 
• – A refund can be processed for the entire amount, partial amount or specific items. 
• – Enter an amount to refund. 
• – Click Manual Card. 
• – Enter Card number and click OK.

Ticket Open – Credit Card Batched: If the ticket is open but the credit cards have been batched (power outage etc.), the ticket will need to be closed manually by Point of Success Support. 

To process a refund, you need the credit card number. If you do not have the full card number, it can be obtained by completing a PAN request. You will be sent the full card number via email (sent to the email of record for your merchant account): PAN Request Form 

Online Orders: a merchant can use Authorize.net to make adjustments.

• – Go to account.authorize.net
• – Using your login credentials, log on to Authorize.net

Voiding Same Day Transactions on Authorize.net

• – On the left hand side of the page under Transaction Search, click on Unsettled Transactions.
• – Click on the Blue Transaction ID
• – When the Transaction Detail screen comes up click on Void

Voiding Previous Day Transactions on Authorize.net

• – On the left hand side of the page under Transaction Search, click on Search by Business Day for previous days transaction
• – When the Search by Business Day screen comes up, click on Search
• – Search by Business day, Customer name, Last four digits of the credit card number and Amount of the transaction
• – Click on the Blue Transaction ID
• – Click on Refund
• – The Refund Transaction window will pop up
• – Verify the Customer and the Amount
• – Check the box to Email transaction receipt to the customer (if email provided)
• – Click on OK