How to Process Refund Requests for Customers or Sub-Resellers
When you need to complete refund withdrawals. This article explains how to process refund requests in the billing system.
Your Customers / Sub-Resellers can request a refund from their Debit Account with you. Withdraw Funds is a useful feature that allows your customers / sub-resellers to request withdrawing funds, which they realise they will be unable to utilise in the near term. For instance, a Sub-Reseller signs up under you and optimistically sends you USD 2000 to add to his balance. If, after a month, he realises that business is slow, he can choose to request a portion of the unused funds back, to help his cash flow.
Once the system receives a Refund Request, you need to complete the formalities by following these steps:
Once the system receives a Refund Request, you need to complete the formalities by following these steps:
-
In the Menu, point to Customers / Sub-Resellers -> Billing and then click Pending Withdrawal Requests.
-
This page displays a list of all refunds you requested. Select the request in question by clicking the Description link.
-
In the Refund Completion Description view that follows, enter a description that will help trace how the refund is sent to the customer / sub-reseller. For instance, if the payment has been made by cheque, enter here the details of the cheque, such as the cheque number, which might be used as a reference for this transaction in the future.
-
Click Refund.
-
Once you process the Refund Request for your Customers / Sub-Resellers, the onus is on you to physically refund your Customer / Sub-Reseller by sending them the amount requested via Wire Transfer, Check/Draft, Payment Gateway (if supported), etc..
Ideally, you should ensure that the refund is sent using the same means it was received. This implies that, if you had received payment via a check, then you should refund the amount via a check to prevent misuse.
-
Cancelling a Refund Request: In the event that you or your Customer / Sub-Reseller requests the refund to be cancelled, you need to pass a Credit Note of the same amount as the Refund Request. In case your Selling Currency is different from your Accounting Currency, then both the values in your Credit Note need to be the same as those in the Refund Request Debit Note, and based on this, you would need to modify the Currency Conversion Rate in the Credit Note.
-
If you have received a Chargeback from the same Customer / Sub-Reseller (who has requested a refund), then you need to:
-
Cancel the Refund Request (as explained in the above point),
-
Process the Chargeback through the system,
-
Refund only the balance amount (if any) - If there are any surplus funds remaining with the Customer / Sub-Reseller after you have processed their Chargeback, you may either request them to place another Refund Request from their Control Panel or you may do so yourselves by logging into their Control Panel and accomplishing the same from the My Billing -> Withdraw Funds menu.
-