How do I issue a refund

[sharonb]

How do I issue a refund and will the refund be posted on the refund tab for the customer? Thanks

[K Software]

You mean refund that creates a credit on a customer's account, I assume. You can't do it in one step but you can do it.

First, open and void the invoice that you're refunding. Then find your customer and just add a credit for the invoice amount to the account.

[sharonb]

I shipped a package & it was returned to us 2 weeks after I charged the credit card so I would like to have an refund/credit invoice that is specifically showing just the refund. Will that work? Thanks

[K Software]

Voiding the invoice is the way to go. Be sure to get your merchant provider to refund the credit card as well. You can print a copy of the voided invoice for the customer. You could add a "refunded on MM-DD-YYYY" to the invoice notes before voiding it to add any language you need to make the customer comfortable.

[sharonb]

If I do the void, how does that work in the records? Also, how will I keep a record of it being a refund rather than a void (which was probably a mistake on my part)? It seems like I need to have a record of refunds somewhere. Thanks

[sharonb]

A problem I am having with this void/refund is this. Today someone called & asked if their card was refunded. The invoice states it was voided but I can't figure out if I just voided it because it was incorrect or there was an actual refund made. Do you have any suggestions for this. Thanks

[K Software]

I see the dilemma there. The only thing I can think of to quickly solve the problem is that before you void an invoice (for refund purposes), you add a note to the invoice stating the reason.

I will look at adding another status of "Refunded" to the invoices to better sort something like that out.

[sharonb]

To me, it seems you would have to have a separate invoice for a refund or credit, just as you would receive that at a store. That would be most helpful if you can get this done. Maybe under products or somewhere like that, we could just have REFUND or CREDIT. It would be a separate transaction so it would need a separate invoice. Thank you very much.

[sharonb]

I shipped many gifts for a customer and one was returned to us because of an incorrect address. The customer said just give her a refund for that one package because she couldn't get another address. I am sorry to have to ask but could you give me a suggestion on how to do a partial refund and also keep the records straight. Thanks again.

[K Software]

Hi Sharon! I haven't been ignoring you! I've been trying to come up with a partial refund solution.

A partial refund is, believe it or not, something that has never been brought up before so there is no facility for doing one in kBilling. The only thing I can suggest is that you void the payment on the invoice, add an explanation in the invoice note section, remove the item to be refunded (or set it to zero price), and re-apply the payment for the difference.

Having seen this situation I will try to come up with a more graceful way to handle such things in the future but right now the only option you have is to void the payment and re-apply it.

[snoblox]

I am wondering about partial refunds also. If a customer sends a partial order back and we have to perform a total refund or as you suggest, void the invoice through K-billing and then, recharge the portion that wasn't returned, we would end up paying double credit card fees on the portion that was recharged. Did I miss something here?:confused:

[K Software]

It isn't possible to do a partial payment refund, at least not yet! Since Sharon brought this up I've been working on it. It will be there very soon!

[Caution]

Moved to http://forum.k-billing.com/showthread.php?p=549