Working with Refunds, Writeoffs and Balances Due (WREF)
Purpose: Use Work with Refunds to review refunds and change their status or type. For example, you could use this function to:
• place a refund on hold
• cancel a refund to a fraudulent customer
• review a refund record to find out its original payment type
• change a refund from a check to a stored value card refund
• release a held refund for processing
• writeoff an uncollectible balance due from a customer
• advance to Order Inquiry to research an order with a balance due
Order transaction history: The system creates an order transaction history message with a Type of Refund when you change a refund. The table below indicates the order transaction history message the system creates, based on the change made to the refund.
Refund Change |
Order Transaction History Note |
Place a refund on hold by selecting Hold for a refund |
Refund has been held |
Cancel a refund by selecting Cancel for a refund |
Refund changed to cancel pending |
Release a refund from hold by selecting Release for a refund |
Refund has been released |
Change a writeoff to a refund by selecting Refund for a refund in a pending writeoff status |
Refund chg from writeoff pend to open |
Change a refund to a writeoff by selecting Write off next to a refund |
Refund changed to writeoff pending |
Release all held refunds by selecting Release All Held |
Refund has been released (the system writes this message for each refund that was released from hold) |
Place a refund on manual hold by selecting the Manual hold field on the Change Refund Screen |
Refund Manual Hold has been changed |
Release a refund from manual hold by unselecting the Manual hold field on the Change Refund Screen |
|
Enter or update the date in the Hold until date field on the Change Refund Screen |
Refund Hold Until Date has been changed |
Remove the date in the Hold until date field on the Change Refund Screen |
|
Change the Pay type field on the Change Refund Screen |
Refund paytype has been changed |
The system also creates an order transaction history message when you process refunds; see Processing Refunds (MREF).
Note: The system does not create an order transaction history message when the system changes a refund during processing or when you access a refund without making any changes.
Sample order transaction history: You can review order transaction history messages on the Display Order History Screen.
Date |
Type |
Transaction Note |
Amount |
User |
7/31/14 |
REFUND |
Refund has been released |
|
TBROWN |
In this chapter:
• How Pay Type Determines Refund Type
• Work with Refunds By Order# Screen
Purpose: After reviewing the Refund Due List, you may need to review or change some refunds before processing. Use the Work with Refunds screen to hold, release, cancel, writeoff, review, or change the type of refund a customer will receive.
Note: A processed refund remains on this screen until you purge the order containing the refund.
How to display this screen: Enter WREF in the Fast path field or select Work with Refunds from a menu.
Refunds display on this screen in ascending refund status sequence; select Display By Order to display refunds in ascending order number sequence; see Work with Refunds By Order# Screen.
Field |
Description |
The current status of the refund. Valid values are: • C = Cancelled • H = Held • I = ChannelAdvisor pending • N = Cancel pending • O = Open • P = Processed • T = Written off • W = Writeoff pending A second refund status in parentheses indicates that the system will evaluate the first status field when you process refunds and, if appropriate, process the refund based on the second status field. For example, a refund will be released from hold, if appropriate, and written off when you process refunds if it has a status of H (W). Enter a refund status and select OK to display refunds is ascending refund status sequence, beginning with your entry. Alphanumeric, 1 position; optional. |
|
Order # |
A unique number to identify an order. Enter a valid order number and select OK to display refunds that match your entry. Numeric, 7 positions; optional. |
The current status of the order containing the refund. Valid values are: • C = Canceled • H = Held • ' ' = Open • X = Closed Note: As long as a refund's Ord sts = H (that is, the order is held), the refund will not be processed. Alphanumeric, 1 position; display-only. |
|
Net |
An asterisk indicates whether the refund is eligible for Credit Card Net Exchange Billing. |
Type (Refund type) |
Represents a type of refund. Valid values are: • CC Credit = A credit adjustment is sent to the credit card authorization service • Check Credit = The customer receives a refund check • SVC = Customer receives a new stored value card for the refund amount that can be used a payment towards a new purchase Select a refund type and select OK to display refunds that match your entry. See How Pay Type Determines Refund Type. Optional. |
Ref date (Refund date) |
The date the transaction that resulted in a refund occurred. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
The date of the most recent transaction associated with the refund. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
|
Hold |
Indicates whether the refund is on hold. A refund may be on hold because: • the amount of the refund exceeds the maximum amount specified in Working with Pay Types (WPAY). • you placed the refund on hold through Work with Refunds. Valid values are: • Yes = The refund is on manual hold. • No = The refund is not on manual hold. Select Yes or No and select OK to display refunds that match your entry. |
Hold date (Hold until date) |
The date when the system will release a refund from hold. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
Reason (Refund reason) |
The reason for the refund. Valid values are: • B = Balance due • O = Overpayment (initial overpayment or cancellation, including soldouts on prepaid orders) • R = Return Enter a reason code and select OK to display refunds that match your entry. Alphanumeric, 1 position; optional; assigned by the system. |
Amount |
The dollar amount to be refunded. The tax amount included in the refund amount is based on the tax rate that was effective when the item was shipped. A negative sign indicates a balance due from the customer. If you accept orders in foreign currencies, the system displays the amount in the foreign currency indicated by the Bank code. Enter an amount and select OK to display refunds whose amount is equal to or greater than your entry. Numeric, 11 positions with a 2-place decimal; optional. |
Bank |
The bank associated with the source code on the order. You associate a source code with a bank by specifying a division when you create the source code, because each division is associated with a bank. When you generate refund checks, the system uses the next check number indicated for the bank in the Bank table. See Working with Banks (WBNK). If the Multi Currency by Offer (E03) system control value is selected, you must define the currency to be used for each offer. Each currency you define on the system must be associated with a unique bank, so the bank code that appears on this screen indicates the currency of the order. If you use multi currency, the prices and other amounts on an order appear in the currency of the offer, but the system converts the figures into your local currency for order billing history. Similarly, the refund amount indicated is in the currency used on the order, indicated by the bank code. When you process the refund, the system uses the currency conversion rate that was in effect when the order was billed. Enter a bank code and select OK to display refunds that match your entry. Alphanumeric, 3 positions; optional. |
Screen Option |
Procedure |
Change a refund record |
Select Change for a refund to advance to the Change Refund Screen. |
Place a refund on hold |
Select Hold for the refund. See Changing the Refund Status. |
Cancel a refund |
Select Cancel for the refund. See Changing the Refund Status. |
Display a refund |
Select Display for a refund to advance to the Display Refund Screen. You cannot change any information on this screen. See Change Refund Screen for field descriptions. |
Release a refund from hold |
Select Release for the refund. See Changing the Refund Status. |
Change a writeoff to a refund |
Select Write Off for the refund in pending writeoff status. See Changing the Refund Status. |
Change a refund to a writeoff |
Select Refund for the refund. See Changing the Refund Status. |
Advance to Order Inquiry for the order containing the refund |
Select Ord Inq for a refund. |
Display refunds in ascending order number sequence |
Select Display By Order to advance to the Work with Refunds By Order# Screen. Note: If you advance to this screen and select Exit, the system returns you to the main window and not the Work with Refunds Screen. |
Release all held refunds |
Select Release all held. See Changing the Refund Status. |
Print the Refund Due List |
Select Print list. |
How Pay Type Determines Refund Type
Overview: The pay type that a customer uses on an order determines the type of refund received, depending on how you have defined the pay type.
Payment category: When you create a pay type, you must assign it to one of five payment categories. Each payment category automatically produces a certain refund type, as follows.
Payment Category |
Produces Refund Type |
Cash/check (1) |
Check |
Credit card (2) |
Credit card credit |
See the field descriptions at the Change Refund Screen for more information on each of the refund types.
Alternate refund type: When you define an alternate refund type for a pay type, the system automatically generates refunds of the alternate refund type.
The system accepts only stored value card or cash/check alternate refund types.
Alternate refund category: When you define an alternate refund category for a pay type, you give yourself the option of changing the refund to the type that corresponds to this category.
The system accepts only cash/check alternate refund categories. However, you can change any type of refund to a stored value card credit at the Change Refund Screen.
See Working with Pay Types (WPAY).
The system generates a stored value card refund when:
• The alternate refund type defined for a pay type is a stored value card.
• You process a return outside the Return Grace Period (B52) and the Alternate Pay Type (B51) is a stored value card pay type.
• You change a refund to a stored value card refund in Work with Refunds (WREF).
Note: If you process a return against a stored value card pay type that does not have an alternate pay type or alternate refund category defined, the system generates a credit card credit refund against the original stored value card pay type, allowing you to reimburse the original stored value card instead of sending the customer a new card. However if the customer no longer has the original stored value card, you can change the credit card credit refund to a stored value card refund by changing the Type field on the Change Refund Screen to V (stored value card refund); by doing this, the system sends a new stored value card to the customer for the refund amount.
For more information: See Generating Stored Value Card Refunds for an overview and required setup.
You can change a refund at the Change Refund Screen by entering a new pay type in the Pay type field. If you do this, the system updates the refund type based on the pay category of the new pay type. For example, if you change the pay type to a check pay type, the system updates the refund type to Check Credit.
The system allows you to change the original pay type defined for the refund to another pay type, if:
• The new pay type is the same pay category as the original pay type associated with the refund. For example, if the original pay type is a credit card pay type, the system allows you to change the pay type to another credit card pay type. In this example, the refund type does not change.
• The new pay type is the same pay category as the alternate refund type defined for the original pay type associated with the refund. For example, if the original pay type is a credit card with an alternate pay type of cash/check, the system allows you to enter a cash/check pay type in the Pay type field. In this example, the refund type changes based on the pay category of the pay type.
• The new pay type is the same pay category as the alternate refund category defined for the original pay type associated with the refund. For example, if the original pay type is a credit card with an alternate pay category of cash/check, the system allows you to enter a cash/check pay type in the Pay type field.
• The new pay type is a stored value card pay type. In this scenario, the system updates the refund type to V (stored value card).
Eligible refund changes: The table below indicates the type of pay type you can enter in the Pay type field, based on the original pay type (and its alternate refund type/category) associated with refund.
If original pay type is: |
And alternate refund type or category is: |
You can change the pay type defined for the refund to:1 |
cash check |
blank or cash/check |
cash/check pay type (refund type Check Credit) |
credit card |
blank |
original pay type for the refund (refund type CC Credit) |
cash/check |
original pay type for the refund (refund type CC Credit) cash/check pay type (refund type Check Credit) |
|
Note: The system does not allow you to change a credit card credit to another credit card pay type. |
||
Stored value card pay types: If the original pay category and current pay category associated with the refund is a stored value card pay type (pay category Credit Card) and Card type Stored Value), the system allows you to change the refund by entering a different refund type in the Type field. You can only change the refund type to a credit card credit or stored value card credit.
• If the refund is a credit card credit, the system adds the refund amount to the original stored value card on the order.
• If the refund is a stored value card credit, the system generates a new stored value card for the refund amount.
Purpose: Use this screen to review a refund, change the type of refund, place a refund on hold, release a refund from hold, or enter a date on which to release the refund from hold.
To change a refund: See Changing a Refund for an explanation of the options available when changing a refund.
To place a refund on hold: Select the Hold field and optionally, enter a date in the Hold until date field. If you enter a hold until date, the system automatically releases the refund from hold on that date.
To release a refund from manual hold: Unselect the Hold field.
How to display this screen: Select Change for a refund at the Work with Refunds Screen.
Note: You cannot change a refund once it has been processed.
Field |
Description |
Order # |
A unique number the system assigns to identify an order. Numeric, 7 positions; display-only. |
Sold to (Sold to customer number) |
The number of the customer or company that placed the order. The customer's or company's name appears as an unlabeled field to the right of the customer number. Numeric, 9 positions; display-only. |
Bill to (Bill-to customer number) |
The number of the customer or company responsible for paying for the order. The bill-to customer number appears only if there is a bill-to customer associated with the order producing the refund; in this situation, the refund check will be generated for the bill-to customer rather than the sold-to customer. The bill-to customer's and/or company's name appears as an unlabeled field to the right of the bill-to customer number. Numeric, 7 positions; display-only. |
Amount |
The dollar amount to be refunded. The tax amount included in the refund amount is based on the tax rate that was effective when the item was shipped. A negative sign indicates a balance due. Numeric, 11 positions with a 2-place decimal; display-only. |
*NET BILLING |
The text *NET BILLING displays to the right of the Amount if the refund is associated with Credit Card Net Exchange Billing. In this situation, the Pay type field is display-only on this screen. |
Status (Refund status) |
The current status of the refund. Valid values are: • Canceled • ChannelAdvisor pending • Held • Cancel pending • Open • Processed • Written off • Writeoff pending The description associated with the status appears as an unlabeled field to the right. Display-only. |
Represents the kind of refund the customer will receive. The description associated with the type appears as an unlabeled field to the right. Valid values are: • CC Credit = A credit adjustment is sent to the credit card authorization service • Check Credit = The customer receives a refund check. • SVC Credit = The customer receives a new stored value card for the refund amount that can be used towards a new purchase; see Stored Value Card Refunds. The system allows you to change the refund by entering a pay type in the Pay type field; see Changing a Refund. See How Pay Type Determines Refund Type. Display-only. |
|
Indicates whether the refund is on hold because: • you placed it on hold though Work with Refunds, or • the system placed the refund on hold because the refund amount exceeds the maximum amount defined for the pay type. Valid values are: • Selected = The refund is on hold. Changing this value to selected does not affect the Refund status field, but the refund will not be processed when you process refunds. • Unselected = The refund is not on hold. Changing this value to unselected when the refund is currently in a held status changes the Refund status field to H (O), and the refund will be processed when you process refunds. |
|
Hold until date |
The date when the system will release a refund from hold. Note: Entering a date in this field does not by itself hold the refund; the refund status must be Held or the value in the Manual hold field must be selected to hold the refund until this date. Numeric, 6 positions (in user date format); optional. |
Current category |
The current payment category of the refund. The current category may change if you change the pay type of the refund. See the description of the Pay type field. Valid values are: • Cash/check • Credit card Display-only. |
Original category |
The category of the payment type used on the order. May differ from the current category if there is an alternate refund type or alternate refund category. Valid values are: • Cash/check • Credit card Display-only. |
Refund date |
The date when the transaction that resulted in a refund occurred. Numeric, 6 positions (in user date format); display-only. |
Trans date (Transaction date) |
The date of the most recent transaction associated with the refund. Numeric, 6 positions (in user date format); display-only. |
Refund reason |
Identifies the reason for the refund. Valid values are: • Balance due • Overpayment = initial overpayment or item/order cancellation, including soldouts on prepaid orders • Return Display-only. |
A code for the payment method of the refund. Pay types are defined in and validated against the Pay Type table. See Working with Pay Types (WPAY). The system creates the refund in the same pay type used on the order. However, if an Alternate refund type is defined for that pay type, the system creates the refund in the alternate type. The system allows you to change the pay type of the refund to another pay type; see Changing a Refund for the available options. The description associated with the pay type appears as an unlabeled field to the right. Note: This field is display-only if the refund is associated with Credit Card Net Exchange Billing (the text *NET BILLING displays to the right of the Amount field). Numeric, 2 positions; optional. |
|
RA# (Return authorization number) |
The number the system assigns to a return authorization on an order. You can create a return authorization in Order Maintenance when you are expecting a customer to return an item. Using return authorizations help you control of the process of receiving and crediting returns. A value other than zero appears here if a return authorization caused the refund. Numeric, 3 positions; display-only. |
How to change the status of a refund: To change the status of a refund, enter the appropriate option number next to the refund at the Work with Refunds Screen. Each option number works with only certain refund statuses. The table below outlines valid combinations. If you attempt an invalid status change, the system displays an error message.
Process |
Option |
Works on current status of |
Result |
Hold refund |
Hold |
O (open) N (cancel pending) |
The Ref sts (refund status) field changes to H to indicate that the refund is held; it now appears in order number sequence among held refunds. The Manual hold field changes to selected. The refund will not be affected the next time you process refunds. |
Cancel refund |
Cancel |
H (held) O (open) W (writeoff pending) |
The Ref sts (refund status) field changes to unselected to indicate that a cancel is pending; the refund now appears in order number sequence among refunds pending cancellation. The refund will be canceled the next time you process refunds. |
Release refund |
Release |
H (held) N (cancel pending) |
The Ref sts (refund status) field changes to O to indicate that the refund is open for processing; it now appears in order number sequence among open refunds The refund will be processed the next time you process refunds.3 |
Change writeoff to refund |
Writeoff |
W (writeoff pending)1 |
The Ref sts (refund status) field changes to O to indicate that the refund is open for processing; it now appears in order number sequence among open refunds The refund will be processed the next time you process refunds. |
Writeoff a refund |
Refund |
H (held N (cancel pending) O (open)2 |
The Ref sts (refund status) field changes to W to indicate that a writeoff is pending on the refund; the record now appears in order number sequence among pending writeoffs The refund will be written off the next time you process refunds |
1Writeoffs must have a positive refund amount to be changed to refunds. |
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2Refunds must be prepaid payment types to be written off. |
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3A refund will remain on hold as long as the order containing the refund is on hold (Ord sts = H) |
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Release all held refunds: You can also release all held refunds at once by selecting Release all held. The system displays a pop-up window indicating that held refunds are about to be released.
Work with Refunds By Order# Screen
Purpose: Use this screen to review and work with refunds in ascending order number sequence.
Note: To review and work with refunds in ascending refund status sequence, use the Work with Refunds Screen.
Note: A processed refund remains on this screen until you purge the order containing the refund.
How to display this screen: Select Display By Order on the Work with Refunds Screen.
Field |
Description |
Ref Sts (Refund status) |
The current status of the refund. Valid values are: • C = Cancelled • H = Held • I = ChannelAdvisor pending • N = Cancel pending • O = Open • P = Processed • T = Written off • W = Writeoff pending A second refund status in parentheses indicates that the system will evaluate the first status field when you process refunds and, if appropriate, process the refund based on the second status field. For example, a refund will be released from hold, if appropriate, and written off when you process refunds if it has a status of H (W). Alphanumeric, 1 position; display-only. |
Order # |
A unique number to identify an order. Enter a valid order number and select OK to display refunds in ascending order number sequence, beginning with your entry. Numeric, 7 positions; optional. |
Ord sts (Order status) |
The current status of the order containing the refund. Valid values are: • C = Canceled • H = Held • ' ' = Open • X = Closed Note: As long as a refund's Ord sts = H (that is, the order is held), the refund will not be processed. Alphanumeric, 1 position; display-only. |
Net |
An asterisk indicates whether the refund is eligible for Credit Card Net Exchange Billing. |
Type (Refund type) |
Represents a type of refund. Valid values are: • CC Credit = A credit adjustment is sent to the credit card authorization service • Check Credit = The customer receives a refund check • SVC = Customer receives a new stored value card for the refund amount that can be used a payment towards a new purchase Select a refund type and select OK to display refunds that match your entry. See How Pay Type Determines Refund Type. Optional. |
Ref date (Refund date) |
The date the transaction that resulted in a refund occurred. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
Trn dt (Refund transaction date) |
The date of the most recent transaction associated with the refund. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
Hold |
Indicates whether the refund is on hold. A refund may be on hold because: • the amount of the refund exceeds the maximum amount specified in Working with Pay Types (WPAY). • you placed the refund on hold through Work with Refunds. Valid values are: • Yes = The refund is on manual hold. • No = The refund is not on manual hold. Select Yes or No and select OK to display refunds that match your entry. |
Hold date (Hold until date) |
The date when the system will release a refund from hold. Enter a date and select OK to display refunds that match your entry. Numeric, 6 positions (in user date format); optional. |
Reason (Refund reason) |
The reason for the refund. Valid values are: • B = Balance due • O = Overpayment (initial overpayment or cancellation, including soldouts on prepaid orders) • R = Return Enter a reason code and select OK to display refunds that match your entry. Alphanumeric, 1 position; optional; assigned by the system. |
Amount |
The dollar amount to be refunded. The tax amount included in the refund amount is based on the tax rate that was effective when the item was shipped. A negative sign indicates a balance due from the customer. If you accept orders in foreign currencies, the system displays the amount in the foreign currency indicated by the Bank code. Enter an amount and select OK to display refunds whose amount is equal to or greater than your entry. Numeric, 11 positions with a 2-place decimal; optional. |
Bank |
The bank associated with the source code on the order. You associate a source code with a bank by specifying a division when you create the source code, because each division is associated with a bank. When you generate refund checks, the system uses the next check number indicated for the bank in the Bank table. See Working with Banks (WBNK). If the Multi Currency by Offer (E03) system control value is selected, you must define the currency to be used for each offer. Each currency you define on the system must be associated with a unique bank, so the bank code that appears on this screen indicates the currency of the order. |
|
If you use multi currency, the prices and other amounts on an order appear in the currency of the offer, but the system converts the figures into your local currency for order billing history. Similarly, the refund amount indicated is in the currency used on the order, indicated by the bank code. When you process the refund, the system uses the currency conversion rate that was in effect when the order was billed. Enter a bank code and select OK to display refunds that match your entry. Alphanumeric, 3 positions; optional. |
Screen Option |
Procedure |
Change a refund record |
Select Change for a refund to advance to the Change Refund Screen. |
Place a refund on hold |
Select Hold for the refund. See Changing the Refund Status. |
Cancel a refund |
Select Cancel for the refund. See Changing the Refund Status. |
Display a refund |
Select Display for a refund to advance to the Display Refund Screen. You cannot change any information on this screen. See Change Refund Screen for field descriptions. |
Release a refund from hold |
Select Release for the refund. See Changing the Refund Status. |
Change a writeoff to a refund |
Select Write Off for the refund in pending writeoff status. See Changing the Refund Status. |
Change a refund to a writeoff |
Select Refund for the refund. See Changing the Refund Status. |
Advance to Order Inquiry for the order containing the refund |
Select Ord Inq for a refund. |
Print the Refund Due List |
Select Print list. |
- You can always change the pay type defined for the refund to a stored value card pay type; this updates the refund type to V (stored value card credit).
