Refund Processing Best Practices

A payment was collected from an incorrect payment method

Example: The wrong credit card was used.

Issue a refund to the payment method that was used.

1. Do not void any invoice line items.

2. Collect a payment from the new payment method.

The payment can be collected from the new payment method in one of three ways:

• If you selected True for this system setting: Auto-Collect On Electronic Form Of Payment Change, Aria automatically collects the outstanding balance when a new payment method is added.

• A Customer Service Representative can process the payment in Aria.

• The customer can submit a one-time payment in your User Self Service application.

A customer was charged in error.

Example: An invoice was generated for the customer that should not have been generated.

Issue a refund for the invoice amount.

Void all invoice line items associated with the payment.

A customer was overcharged.

Example: One or more erroneous charges were included in an invoice.

Issue a refund for the overcharged amount.

Void all of the erroneous invoice line items that add up to the overcharged amount.

A customer was charged, and for a particular business reason, you want to return the money to the customer. In addition, you want to keep the invoice on record.

Examples: You want to keep the invoice on record for accounting reasons or to acknowledge that service was provided.

Issue a refund for the invoice amount.

1. Do not void any invoice line items.

2. Issue a cash credit or a service credit equal to the invoice amount.

You missed the deadline for issuing a refund.

You cannot issue a refund.

1. Do not void any invoice line items.

2. Issue a cash credit or a service credit equal to the invoice amount.