How to Refund a customer - In-store or online purchases

At your discretion, you can issue a refund for any Credit card payments. This can be done even if the card on file option was used and the card was not present.  If you do not have refunds enabled directly from Tan-Link, then all Refunds need to be processed from your Payment Launch or Authorize.net account.

This guide describes the process of refunding a customer for an in-store or online purchase and then updating your Tan-Link site to reflect this refund to match all reports. Please refer to the guide below if you need to refund an EFT draft: https://tan-link.zendesk.com/hc/en-us/articles/360041672971-How-to-Refund-an-Automatic-EFT-Draft

If Two-Factor-Authentication is enabled on your Tan-Link site, you can contact support to enable refunds directly from TL. See this article for information on how you can refund directly from Tan-Link: https://tan-link.zendesk.com/hc/en-us/articles/27005196175629-Refund-Directly-through-Tan-Link

Process a refund from your Authorize.net account:

https://tan-link.zendesk.com/hc/en-us/articles/360030281091-How-to-refund-or-void-a-payment-through-Authorize-net-and-adjust-in-reports 

Process a refund from your Payment Launch account:

https://tan-link.zendesk.com/hc/en-us/articles/4410622414733-How-to-Refund-through-Payment-Launch-and-Adjust-in-Reports 

Once the refund has been processed, you will return to Tan-Link and proceed as follows:

You will need to edit the payment under Customers> Edit Credit Card payments.

This screen displays Credit card payments for daily sales, EFT sales (signup), EFT prepayments, Past-due payments, or Miscellaneous payments made in-store or online only

Click on Search and enter the Account ID to search all credit card payments for this customer and select from the list of results. You can also search for the card number (Last four digits) corresponding to the refund that was already issued.

Then you will select the corresponding payment and click on the CHANGE button.

In the Amount box, you will edit the amount to 0.00 and click on Save.

This will update the total charge as 0.00 You can also edit the Decline Reason field and add the word "REFUND" to easily locate these transactions in the future.

If a package or product was refunded (Either CC or cash) and you need to keep the order on the account but still have a refund issued, please go to Customers> Edit Orders.

This screen displays all purchases and other orders from your customer's accounts. It does not include EFT automatic drafts or redrafts and it does not show the status of Credit card payments.

Click on Search and enter the Account ID. Then select from the list of results and click on the CHANGE button. In the next screen, you will need to edit the payment amounts to match the refund.

Set the credit card and other tax options to 0.00 without changing the Price box and click on Save. 
This will update the total charge as 0.00 while keeping the order and any agreements signed on the customer's account. 

Cash payments and Product sales:

Any cash transactions can be canceled/ cash refunded by deleting the order from the customer's account.
If a product was returned and is now back in your inventory, the sales order can be deleted directly from the customer's account.

Once the order is deleted, the sales total will be removed from your sales reports, and any products that were included in the deleted order will return to the inventory.

Delete orders by clicking on the trash bin icon as displayed below:

If the product was not returned to the inventory, then you should not delete the order, you can edit the amount paid to 0.00 and add notes to the order. Go to Customers> Edit Orders.

Click on Search and enter the Account ID.

Then select from the list of results and click on the CHANGE button. In the next screen, you will need to edit the payment amounts to match the current scenario.

Set the cash, commission, and other tax options to 0.00 without changing the Price box and click on Save. This will update the total charge as 0.00 while keeping the order and any agreements signed on the customer's account. You can add notes to the order to explain the change.