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Refund Processing Best Practices

Table of contents

Overview

The table below provides the recommended steps that you should follow in scenarios where you would issue refunds and void or not void invoice line items.
 

If... First... Then...

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 will automatically collect 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 would like 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.


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Last modified
20:37, 20 Jul 2015

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