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Knowledge Center

E-Payment Refunds

Purpose Statement

The E-Payment Refunds feature enables fire departments and EMS agencies to process refunds for invoice payments made through electronic payment methods. This functionality provides administrators with flexible options to handle refund requests either through manual methods (such as issuing checks) or by automatically refunding payments back to the original cardholder's card through Stripe integration.

Background Information

E-Payment refunds are essential for maintaining accurate financial records and providing customer service when invoice adjustments are necessary. The First Due Platform offers two distinct refund methods to accommodate different departmental policies and operational preferences. The refund process maintains full audit trails and requires appropriate approvals to ensure financial accountability.

Common use cases include overpayments, canceled permits, duplicate payments, and billing corrections. The system integrates with Stripe for automated card refunds while also supporting traditional manual refund methods.

Required Permissions

Invoice Management Permissions:

  • Invoice Refund Processing
  • Invoice Reopening
  • Payment Processing Management

Administrative Permissions:

  • Financial Transaction Approval (for refund authorization)
Contact your system administrator if you need these permissions assigned to your user role.

Video


Step-by-Step Guide




Set-Up Options:
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These options are a back-end system setting.  Request the option you desire to your Implementation Manager or your Client Success Manager.

Option 1: Refund e-payments by manual methods
  1. Example: Provide check for the refund

Option 2: Refund e-payments to cardholder's card
  1. This option will send e-payment refunds to Stripe

Refund Procedure:

Permission required:



Manual Method:

1. Locate the Paid in full Invoice and select Re-open:






2. Select Refund:






3. Apply the Refund:

1 - Update the date id needed (current date is default)
2 - Select person approving the refund
3 - Select Refund Applied:
      Full - Full amount is refunded (#4)
      Partial - Enter amount to refund (#4)
5 - Select Payment Type
6 - Enter Check Number (if required)
7 - Enter Reason
8 - Select apply





4. Note refunded amount and balance on Invoice:






To cardholder's card (E-Payment): 


1. Locate the Paid in full Invoice and select Re-open:




2.  Select Refund:




3. Apply the Refund:
1 - Current date is set and cannot be updated
2 - Select person approving the refund
3 - Select E-Payment to refund
4 - Enter Note
5 - Enter Reason
6 - Select apply




Best Practices

Documentation Standards:

  • Always provide clear, detailed reasons for refunds in the system
  • Maintain consistent approval processes across all refund types
  • Document any special circumstances or customer communications

Financial Management:

  • Verify refund amounts carefully before processing
  • Ensure appropriate supervisor approval for all refunds
  • Keep records of all refund transactions for audit purposes

Customer Service:

  • Inform customers about expected timeframes for refund processing
  • Provide confirmation details for both manual and automated refunds
  • Follow up to ensure refunds were received as expected

System Security:

  • Limit refund processing permissions to authorized personnel only
  • Review refund reports regularly to identify any unusual patterns
  • Maintain secure handling of financial information throughout the process

Troubleshooting & FAQs

Common Issues:

Q: The refund option is not available on my invoice. A: Verify that you have the required Invoice Refund Processing permissions and that the invoice status allows for refund processing.

Q: How long do automated card refunds take to appear? A: E-payment refunds processed through Stripe typically appear on the customer's card statement within 5-10 business days, depending on the card issuer.

Q: Can I process a partial refund on an e-payment? A: Yes, both manual and automated refund methods support partial refund amounts. Enter the specific amount you want to refund rather than selecting the full refund option.

Q: What happens if an automated refund fails? A: If a Stripe refund fails, the system will typically provide an error message. Contact your Client Success Manager for assistance with failed automated refunds.

Q: Can I change the refund method after setup? A: Refund method changes require back-end configuration updates. Contact your Implementation Manager or Client Success Manager to modify your refund processing options.