Payment and refund review

Step by step

1. Inspect payment Customer Service Rep

   Customer Service Rep reads payment kind, amount, status and the sale order financial status.

   • Customer Service Rep reads payment kind, amount, status and the sale order financial status.
   • Updates Settlement payments, Sale orders

2. Request refund Customer Service Rep

   Customer Service Rep records the order, amount, reason and requested date.

   • Customer Service Rep records the order, amount, reason and requested date.
   • Updates Settlement refunds, Sale orders

3. Review refund Merchant Owner

   Merchant Owner checks the pending request against amount paid and prior refunds before approving it.

   • Merchant Owner checks the pending request against amount paid and prior refunds before approving it.
   • Updates Settlement refunds, Settlement payments, Sale orders
   ApprovalA person approves before the work moves on.

4. Reconcile outcome Customer Service Rep

   Customer Service Rep follows processing or failure and the provider reference before closing the case.

   • Customer Service Rep follows processing or failure and the provider reference before closing the case.
   • Updates Settlement refunds, Sale orders, Sale order events

Customer Service Rep

Records the request and follows the provider outcome.

Merchant Owner

Makes the refund approval decision.