Purpose Statement

This feature enables administrators to process refunds for payments that were made through the E-Payment system within the First Due platform. The refund functionality allows agencies to efficiently handle payment reversals while maintaining accurate financial records and automatically updating integrated payment processors like Stripe.

Background Information

The refund process is specifically designed for transactions processed through the First Due E-Payment system. When agencies use First Due/Stripe Online Payments integration, refunds are automatically synchronized with the Stripe account, ensuring seamless financial management. This feature is essential for handling customer service requests, billing corrections, and other scenarios requiring payment reversals while maintaining compliance with financial regulations.

Important Limitations:

This process only applies to payments made using E-Payment
Processing fees incurred during the original E-Payment transaction will not be refunded
Refunds for First Due/Stripe Online Payments are automatically applied to your Stripe account

Required Permissions

Users must have the appropriate invoicing permissions to access the Invoice List and process refunds. Specific permission requirements include:

Access to the Invoicing Module
Invoice management permissions
Refund processing authorization

Video

Step-by-Step Guide

Note: This process only applies if the payment was made using E-Payment.

Note: If your agency is using the First Due/Stripe Online Payments, when refunds are processed from the Invoice List page, they will be automatically applied to your Stripe account.

Note: Fee's incurred when using E-Payments will not be refunded.

Permission needed to process refunds for E-Payments:

1. Navigate to the Invoicing Module.

2. Select Invoice List.

3. Locate the Invoice to apply the refund to.

4. In the Actions Column, select Re-Open.

5. Select Refund.

6. Enter required data for the Refund:

Date, the current date will be displayed
Approved by
Select Payment to be refunded
Enter a Note
Enter a Reason
Select Apply

7. Note balance will reflect the refund applied.

8. Select Close, and confirm to save your changes.

9. Invoice status after the refund has been applied.

Best Practices

Always verify the payment method before attempting a refund to ensure it was processed through E-Payment
Document refund reasons clearly for audit and customer service purposes
Review the final balance calculation before closing the invoice
Communicate refund processing timeframes to customers, especially for Stripe integrations
Keep detailed records of who approved each refund for accountability
Process refunds promptly to maintain positive customer relationships

Troubleshooting & FAQs

Q: Why can't I see the Refund option? A: Ensure the invoice was paid using E-Payment and that you have proper permissions. The invoice may also need to be re-opened first.

Q: Will processing fees be refunded? A: No, fees incurred when using E-Payments will not be refunded as part of this process.

Q: How long does it take for Stripe refunds to appear? A: For First Due/Stripe Online Payments, refunds are automatically applied to your Stripe account and typically appear within 5-10 business days.

Q: Can I partially refund a payment? A: Yes, you can select specific payment amounts to refund rather than the full payment amount.

Q: What if I need to refund a non-E-Payment transaction? A: This process only applies to E-Payments. Contact your system administrator for guidance on other payment types.

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Refunds - Online E-Payments