V9 - Refunding Payments Dashboard transactions from the SOS Pay list

 

warningIMPORTANT: Refunds processed in SOS Pay do not sync anything to QuickBooks Online. A refund receipt or credit memo must be manually entered in QuickBooks.
edit_noteNOTE: Transaction fees are not refunded when you refund a customer.
edit_noteNOTE: Partial refunds of ACH transactions must be handled in the Virtual terminal.

 

The only action available for a Payments Dashboard transaction record on the SOS Pay list is Refund, which is also available as a batch action. The SOS Pay list is accessible via the SOS Pay link in the upper right corner of the Payments list (Operations > Sales > Payments) 

 

A partial refund, as displayed on the SOS Pay list.

 

Steps for handling an SOS Pay refund

  1. Go to the SOS Pay list and locate the transaction you need to refund.
  2. Click the Refund button.
  3. In the pop-up window's Amount field, enter the full or a partial amount to be refunded, then select Submit.
    1. The refund will be processed in Payments Dashboard immediately. Any refund will then begin processing at your bank.
    2. The refund will be added to the SOS Pay list with Refunded or Partial refund indicated in the transaction record’s Status column.
  4. In QuickBooks Online, create a refund receipt equaling the amount that was refunded in SOS Pay.

 

Correcting a mistake made in the amount charged in Payments Dashboard

If an error was made on a payment transaction that resulted in an incorrect charge amount in Payments Dashboard, locate the transaction on the SOS Pay list and issue a refund, using the steps in the section above. The original payment transaction sent to QuickBooks would need to be reversed in QuickBooks.

 

You can then generate a new payment transaction from the invoice with the correct amount, which, upon saving, will result in processing the correct payment in Payments Dashboard.

 

Handling SOS Pay refunds due to an order cancellation

If a customer cancels an order, process a refund in Payments Dashboard for the full amount, as described in the Steps for handling an SOS Pay refund above.  

 

After the refund is done, annotate in the memo area of the invoice in QuickBooks that the order was cancelled, and then void the invoice.