Purpose: Use the Process Refunds function to:
• print refund checks
• generate credit card credits, including credits to a stored value card
• process writeoffs
• process refund cancellations
• print credit card credit acknowledgements and/or generate email notices
• generate stored value card credits (issue a new stored value card for the credit amount)
You can process any one refund type or a combination of refund types. You can also process all open refunds of a selected type, or you can specify a dollar limit to process for each. The function generates a register for each refund type and for writeoffs, including amounts, customer names, and order numbers. At this time, any refunds in unselected (cancel pending) status will be canceled, but no report is produced.
Which orders and refunds are eligible for processing? To determine whether to process a refund for an order, or to cancel or writeoff the refund if appropriate, the system checks:
• order status: The Ord sts (Order status) must be open, closed (X), or canceled (C). The system will not generate a refund if the order is held (H), or suspended (S).
• refund status: The Ref Sts (Refund status) must be open (O), cancel pending (N), or writeoff pending (W). The refund status cannot be held (H), processed (P), canceled (C) or written off (T). If the refund has a separate status in parentheses (for example, O (H)), then the status in parentheses applies.
• manual hold: If the Manual hold flag for the refund is selected, the refund will not be processed.
• bank: The order must have the same Bank as the one you specify at the Process Refunds Screen.
If there is more than one refund eligible for processing on a single order, all eligible refunds will be processed.
Generating refunds for selected orders: You can use the Process Refunds by Order Screen to generate refunds for selected orders only. See Processing Refunds by Order Number (MRFO).
Multiple currency by offer: If you use Multiple Currencies by Offer, each refund you generate will be in the currency used on the order.
Alternate currency pricing: If you Use Alternate Currency Pricing (H89), each refund you generate is in the local currency except for the Refund Check and Credit Card Credit Acknowledgment (based on the print programs defined), which generate in the alternate currency if a conversion rate is defined in the Order Header Extended table. You can review the alternate currency used on the order on each refund report; see Refund Reports and Standard Programs.
Suppressing refunds: You can suppress refund processing:
• For orders you receive through the Generic Order Interface (Order API). In this situation, the refund is generated in a N (cancel pending) status. See Suppressing Deposits and Refunds for an overview.
• For orders associated with a return you receive through the Inbound Return API. In this situation, the refund is generated in a N (cancel pending) status. See Suppressing Refunds for an overview.
ChannelAdvisor refunds: If any of the refunds eligible for processing are for orders whose order type matches the ChannelAdvisor Order Type (L90), the refund generation program submits a refund request to ChannelAdvisor and does not actually generate the refund. See ChannelAdvisor Integration Overview for more information, especially Submitting Refunds for ChannelAdvisor Orders.
In this chapter:
- Multiple Currencies by Offer
- Summary of Refund Processing Updates and Reports
• Refund Reports and Standard Programs
- Credit Card Credit Acknowledgment
For more information: See Reprint Refunds Screen (MREP).
Not in this topic: This topic does not explain how different types of refunds are generated or how you evaluate and change refunds before processing them. See Printing and Interpreting Refund Due Lists (MRDU), and Working with Refunds, Writeoffs and Balances Due (WREF).
If you take orders in multiple currencies, then you will need to process refunds in these currencies as well. When you process refunds, you must indicate the bank code; since each currency is associated with a unique bank, this tells the system the currency of the refunds to generate. You can process refunds for only one currency at a time. (To take orders in multiple currencies, you must have the Multi Currency by Offer (E03) system control value selected.)
The dollar limit for foreign currencies: You can specify a dollar limit for each refund type if you are generating refunds in a foreign currency. The system interprets the limit in your local currency, but generates refunds in the foreign currency. For example, your local currency is U.S. dollars, and you are generating refund checks to your Canadian customers. You specify a dollar limit of $1,000. The system uses the currency conversion rate in effect for each order at the time it was billed to calculate each refund amount in U.S. dollars. The first refund, for $50 in Canadian currency, was on an order billed at a currency conversion rate of 1.29. The system calculates the value of the refund in your local currency as $38.76 (50/1.29). This leaves a maximum of $961.24, converted into your local currency, left to generate.
The system continues to process refunds in chronological order by refund date, stopping before it exceeds the dollar limit you defined in your local currency. The refund checks, however, will always be in the currency used on the order.
You can enter up to three message lines to print on a refund check if your refund check print program supports them. You specify the print program in the Refund Check Print Program (D23) system control value. The base print program is REFCHECK.
To enter messages, you use the Work with Order Messages Screen, available by selecting Messages in order entry, order maintenance, or standard or streamlined order inquiry.
Purpose: Use this screen to process:
• refund checks
• credit card credits
• stored value card credits
• writeoffs
How to display this screen: Enter MREF in the Fast path field or select Process Refunds from a menu.
Field |
Description |
Determines whether to generate refund checks; see Refund Check for a sample and a description of its contents. Valid values are: • Selected = Generate checks. • Unselected (default) = Do not generate checks. The system produces the Refund Check Register. The system also prints checks for refunds that are eligible for processing and have a check refund type. Refund checks are written to the Refund Reconciliation table. |
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Amount to generate (Refund check amount to generate) |
The maximum total dollar amount that you want to disburse in refund checks. The system prints checks for all eligible refunds in ascending chronological order based on refund date, and stops before exceeding this amount. If you are processing refunds in a foreign currency, the system evaluates the amount to generate in your local currency by converting the refund amount, using the conversion rate in effect when you billed the order. The refund check, however, will be in the foreign currency. If you leave this field blank, the system processes all eligible refund checks. Numeric, 10 positions; optional. |
The bank associated with the source code on the order. You associate a bank with a source code by selecting a division for the source code; each division is associated with a bank. The system determines the next sequential check number to use by adding 1 to the Last check number defined in the Bank table. If you process orders in multiple currencies or use alternate currency pricing, the bank also indicates the currency of the refunds, since each currency on your system is associated with a unique bank. The bank you specify at this screen indicates the currency of all refund checks, credits, or writeoffs that you process at this screen. Bank codes are defined in and validated against the Bank table. See Working with Banks (WBNK). Alphanumeric, 3 positions; required. |
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Determines whether to generate refunds in the form of credit card credits. This setting includes refunds to a stored value card where the credit amount is applied back to the original stored value card; to issue a new stored value card for the credit amount you must use the Generate SVC credits option. Valid values are: • Selected = Generate credit card credits. • Unselected (default) = Do not generate credit card credits. Select this field to process credit card credits. The system generates a Credit Card Credit Register that identifies the amount, customer name, and order number of each credit processed. The system also produces either a Credit Card Credit Acknowledgment (if the Print Credit Card Credit Acknowledgments (C35) system control value is selected) or an email notification when the Credit Card Credit Acknowledgement E-Mail Program (H08) is set to CCCNOTF, (regardless of the setting of the Print Credit Card Credit Acknowledgments (C35) value) for each credit as appropriate; see When Does the System Generate an Email Notification? Email template: You can use the Working with Entities (WENT) menu option to create an entity-level email template, and the Working with E-Mail Notification Templates (WEMT) menu option to create a default company-level credit card credit template. The template specifies the text to print above and below the standard credit card credit information. Note: If the XML Only checkbox is selected, the Sample Credit Card Credit Acknowledgement XML Message is generated and the system does not create an email. The system does not process a credit card credit against an installment or deferred billing order before the deposit has been processed. This ensures that you do not credit the customer's credit card before the card has been charged. Note: Sales Journal and deposit summary records may differ depending on how often you process credit card credits. Scheduling: You can schedule the generation of credit card credits using the REFCCCR Process Credit Card Credit Refunds periodic function. |
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Amount to generate (Credit card credit amount to generate) |
The maximum total dollar amount that you want to process in credit card credits. The system issues credits for all eligible refunds in ascending chronological order based on refund date, and stops before exceeding this amount. If you are processing refunds in a foreign currency, the system evaluates the amount to generate in your local currency by converting the refund amount, using the conversion rate in effect when you billed the order. The credit, however, will be in the foreign currency. If you leave this field blank, the system processes all eligible credit card credits. Numeric, 10 positions; optional. |
Determines whether to generate stored value card credits. Valid values are: • Selected = Generate stored value card credits. • Unselected (default) = Do not generate stored value card credits. When you generate stored value card credits, the system issues a new stored value card to the sold to customer for the refund amount. The system: • Produces the Stored Value Card Credit Register. • Writes an order transaction history message: F Stored Value Card refund created. • Adds the stored value card item defined in the Default SVC Refund Item Number (I73) system control value to the order at no charge and performs pick slip preparation. Note: The system will not generate a stored value card refund unless the stored value card refund item has available inventory. If the item does not have available inventory, the stored value card refund remains unprocessed. • Generates a pick slip for the stored value card item if the Default Pick Generation Template for SVC Refund Processing (I75) system control value indicates a pick slip generation template. You can then follow the normal process of activating, billing, and shipping the stored value card to the customer. See Generating Stored Value Card Refunds for an overview. Scheduling: You can schedule the generation of stored value card credits using the REFSVCR Process SVC Credit Refunds periodic function. |
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Note: While the system allows you to generate a stored value card refund for an order associated with an alternate currency, the system can process stored value cards in the US currency only. If the order is for a currency other than US, you should generate a refund type other than stored value card for the order. The Process Refunds Screen displays an error message if you select to generate stored value card credits and the Default SVC Refund Item Number (I73) and/or Price Override Reason for SVC Refund Item (I74) system control values are unselected: Sys Con Values I73 & I74 must be populated first. |
Amount to generate (Stored value card credit amount to generate) |
The maximum total dollar amount that you want to process in stored value card refunds. The system issues credits for all eligible refunds in ascending chronological order based on refund date, and stops before exceeding this amount. Note: Stored value cards are only allowed in US currency. If you leave this field blank, the system processes all eligible stored value card credits. Numeric, 10 positions; optional. |
Determines whether the system processes refunds to be written off. Valid values are: • Selected = Process writeoffs. • Unselected (default) = Do not process writeoffs. The system produces the Refund Writeoff Register. The system updates the writeoff amount for the customer. You can apply positive writeoff balances as credits and negative writeoff balances as charges against a new order placed by the customer. |
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Prior to date |
Enter a date to specify that only writeoffs with a Refund created date earlier than the date you enter will be processed. If you leave this field blank, the system will process all refunds to be written off. |
Instructions:
1. Select the Generate refund field for each type of refund you want to process.
2. Enter maximum amounts for each type of refund, if needed.
3. Specify the bank code associated with the refunds you wish to generate.
4. If you are processing refund checks, a pop-up window appears displaying the next available check number. You can accept the check number displayed, change the check number, or select Exit to close the window and cancel the action.
5. If you are generating unlimited credit card credits, a pop-up window displays confirming that you are not restricting these credits to a specific dollar amount. Again, you can accept or select Exit to close the window and cancel the action.
6. The system submits the batch job REF_PROC, which processes the refunds up to the specified dollar limits.
Note: The system displays an error message if you select to generate stored value card credits and the Default SVC Refund Item Number (I73) and/or Price Override Reason for SVC Refund Item (I74) system control values are unselected: Sys Con Values I73 & I74 must be populated first; see Generating Stored Value Card Refunds.
Summary of Refund Processing Updates and Reports
Update refunds: The status of each refund is updated, as well as the Trn dt (Refund transaction date).
Update order history: The system writes a message to the Order History table for each order being refunded such as the following:
• refund check: 7/20/06 F Refund check# 212 created 49.50 EKAPLAN
• writeoff: 7/20/06 F Refund type K has been cancelled 17.48- EKAPLAN
• credit card credit: 7/20/06 F CC Crd for inv# 3918 processed 52.50 EKAPLAN. If the credit card credit generates an email notification, the system also writes: 7/20/06 L C/C Ack to ekaplan@example.com. EKAPLAN
• stored value card credit: 5/27/06 F Stored Value Card refund created 12.99 KBOTTGER
You can review Order History at the Display Order History Screen, available in standard order inquiry. This information is also available in streamlined order inquiry by selecting History.
Checks, registers, and acknowledgements: Depending on your selections, this job produces the:
• Credit Card Credit Acknowledgment (Note: The acknowledgment can also be sent by email; see When Does the System Generate an Email Notification?)
• Stored Value Card Credit Register
The system does not generate a register of canceled refunds.
ChannelAdvisor: See Submitting Refunds for ChannelAdvisor Orders for an overview of the refund process for ChannelAdvisor orders.
For more information: See Refund Reports and Standard Programs.
Refund Reports and Standard Programs
Purpose: The reports and print programs related to refunds, the standard program values, and the system control values you use to define them, are:
Report |
Standard Program |
System Control Value Name (Value) |
Checks |
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REFCHECK |
Refund Check Print Program (D23) (program name) |
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CSR0385 |
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Writeoffs |
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CSR0390 |
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Credit Cards |
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CSR0559 |
Credit Card Credit Acknowledgment Print Program (D22) (program name) Print Credit Card Credit Acknowledgments (C35) (Selected/Unselected) |
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Credit Card Credit Acknowledgement Email |
CSR0258 |
Credit Card Credit Acknowledgement E-Mail Program (H08) (program name) Note: The Print Credit Card Credit Acknowledgments (C35) system control value does not control email acknowledgments. |
CSR0397 |
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Stored Value Card Register |
CSR1405 |
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