Applying Credits to Credit Cards for Returns

When a customer paid for an order using a credit card, credit any refunds or returns back to the same card. A returned product is linked to its original sales order, therefore, the original card information is used as the default credit card for the return order. However, you might encounter the following scenarios:

The settings in the Sales Order Entry Return Setup control maintenance record determine how returns to credit cards are handled in order entry. If the Require Same Credit Card on Return option in the record is set to Yes, the amount of returned items are applied to the same credit card they were originally ordered with. If the Require Original Invoice When Adding Return Item To Order option in the record is set to Yes, you must have the original sales order number to credit the card for the return.

Note: The system uses the Element credentials (acceptor ID for the branch, etc) that were used on the original order, regardless of the branch where the return is being processed. However, if the card on the original order is now expired, the system deletes that card from the return order.

To return a product in Sales Order Entry, see Returning Product from Sales Order Entry

To apply a credit to the credit card for a return:

  1. From the Orders menu, select Sales Order Entry to display the Sales Order Entry screen and create a return order.

In the Return Goods Verification window, if you have the original order number, enter it to verify that the products were purchased. When you return to the Body of the order, the negative quantities are entered for you.

    1. Use the Totals hot key and enter the refund as a negative amount in the CrCard Recvd field.

    1. In the Credit Card Authorization screen, do one of the following:

    If...

    Then...

    You entered the return quantity on the original sales order

    1. Verify that the information in the Credit Card Authorization screen is correct for the card to which you want to refund the charge. The system displays the card information for the card used to purchase the items.

    1. Use the Sale hot key to credit the card.

    You did not have the original order number, and created a new order to process the return

    1. Either select New to credit a card that you do not have or select a card that the customer has on file.

    2. Enter the card holder, zip code, and billing street address for the card.

    1. Use the Sale hot key and do one of the following:

    • Select Swipe. The system displays the Element Process Transaction window in your default web browser. Run the card through your card reader. The system gathers the card information, including the CCV code from the back of the card.

    • Select Key Enter to manually enter the card information in the fields provided in the Element Process Transaction web page, which displays using your default web browser. For example, if the card's magnetic strip is worn. If you select to manually enter the card information, you are prompted to enter CVV ID. The CVV ID is required if the Require CVV ID On Keyed Element Credit Card Sales/Authorizations control maintenance record is set to Yes.

    1. Click Process Transaction to submit the information and process the transaction with Element.

    1. When the request completes, Element returns an authorization code for the transaction. The authorization code displays in the Auth Code field for reference. If the returned authorization code is *Call* or something similar, you need to call the credit card company for authorization. See Manually Entering Credit Card Authorizations.