Customer refund of online payment

[thebigbus]

Hi MYOB

Sorry, I think I originally posted this on the wrong board.

I spent a heap of time on the phone about this today, but I'm still not sure I got the right information and we are resonably new to the platform.

We issued an invoice to a client through MYOB with online payments enabled. They paid the invoice. We don't actually know how they paid as it's not shown anywhere that I can see, but we are presuming they paid by credit card.

MYOB deposited the funds in our account and we recieved a charge for the 1.8% percent plus 25c transaction charge (though the charges are not detailed out, which would actually be useful).

We now need to refund them in full as their tour booking has been cancelled. 

We have created a customer return in Essentials and saved it etc.

So now we have to manually send them the refund - is that correct? There is no way to refund the payment back to their credit card? 

How do we recoup the fees we were charged by MYOB? 

Thanks 

Adam Ford

The Big Bus

[thebigbus]

Hi MYOB

I spent a heap of time on the phone about this today, but I'm still not sure I got the right information and we are resonably new to the platform.

We issued an invoice to a client through MYOB with online payments enabled. They paid the invoice. We don't actually know how they paid as it's not shown anywhere that I can see, but we are presuming they paid by credit card.

MYOB deposited the funds in our account and we recieved a charge for the 1.8% percent plus 25c transaction charge (though the charges are not detailed out, which would actually be useful).

We now need to refund them in full as their tour booking has been cancelled. 

We have created a customer return in Essentials and saved it etc.

So now we have to manually send them the refund - is that correct? There is no way to refund the payment back to their credit card? 

How do we recoup the fees we were charged by MYOB? 

Thanks 

Adam Ford

The Big Bus

[Emily_B]

Hello @thebigbus 

Although online payments allow for the user to take credit card payments on invoices, refunds do need to be actioned through other means. Currently, there is not a feature available that allows a direct refund to the credit card that made the payment. To my knowledge, this is not something that is being actively worked on, however, it may be something that is looked into for future iterations of the software. 

As it stands, to process the refund you would need to obtain the customer's banking details and refund them through one of the available options in the software. An electronic payment may be easiest as it would be a direct deposit into the customer's bank account. To do this, please see this Help Article: Paying customer refunds electronically. If that option doesn't suit you, there are more traditional ways to refund the customer like reversing the sale or creating a credit for that customer.

As for the surcharge, this is charged to the user for the use of the online payment service and is not able to be refunded as such. The handling of that surcharge in the refund is per your discretion, as in, you could refund them the total less the surcharge, or not, but that would be on a user by user basis as some business would have different T&Cs in place for their own customers when paying by credit or debit cards and may have already added the surcharge into the total or made it clear at the time of payment that surcharges would not be refunded, etc.

[thebigbus]

Hi Emily

Thanks for that. At least the info you are providing is comprehensive and straight forward, which is not what we got over the phone.

OK, we will process them a full refund as per our booking terms and conditions, manually, and wear the MYOB charges. Lesson learned. Credit card payments proceessed through you guys are out and we'll go back to our previous system that just allows up to reverse the credit card charge and negate the fees.

Perhaps that's something you can actively work on as all payment gateways do it.

Regards

Adam 

[Emily_B]

Hello @thebigbus 

I certainly do understand where you are coming from on this, and I apologise for the inconvenience created in your scenario. As such, I have passed your feedback on to the appropriate team so that this functionality can be considered for future iterations of the online payment feature. Additionally, you may want to post this on the AccountRight Ideas Exchange page, where developers go to see input direct from our users. 

[Butch_Dixon]

I think refunds is definitely something that should be looked at as a priority, especially since it is a service that is paid for with fees.

I just assumed that this was possible, especially considering how easy it is to on eway, paypal etc. We have scale back our use of these measures in favour of MYOB online payments, but if we have to manually refund we might re-assess the situation.