Overview

This workflow describes how to complete a partial refund on a Day Pass contract. For example, a parent has purchased two youth day passes on a single contract, but now needs to return one day pass because one child didn't show/won't climb.

There is a "standard" option described first followed by advanced actions that can taken instead.

Edit Contract, then Refund from Invoice 

Step 1: Edit Pass to remove enrollee and edit contract price.

Edit Pass and then:

1. On the Customers tab, remove the enrollment that no longer needs the Day Pass
2. Unlock Price
3. Accept Changes to accept the new contract price
4. Toggle OFF the prorated dues invoice. You will refund from the invoice in step 2.
5. Click OK to save changes.  That customer will now show as Terminated in the contract

Step 2: Refund Line Item from Invoice

• View the invoice on the Invoices tab in the contract.
   
• Return the Line item for the terminated enrollment by clicking the return arrow
   
• Issue Refund from the POS cart. 
   
• Issue Refund. The original credit card used will load in tender window so you can:
  •  Return the funds back to the same card OR 
  • Clear that payment method and place credit on account
     
• Multi-facility: If a Day Pass is sold in Facility 1, but the refund is done from Facility 2, you will bypass the front desk cart and can only process the refund directly back to the card. You must be in Facility 1 to move the refund through the front desk POS cart.
  
  

Related Permissions Needed

• Create, Edit, and Delete Contracts - so that staff can edit the contract
• Sell permission - so that staff can process the refund in the cart

Advanced Options

Create a Credit Invoice, No Refund

1. Edit the Contract and Unlock Pricing.  Removing the enrollment now offers a credit invoice to be created
    
2. Credit invoice is created. 
   Open in Front Desk Cart opens an empty cart - you cannot refund a credit invoice via the cart when the credit is created from a contract, you can only apply a credit from the tender window, or refund using one of the following methods.

PERMISSIONS NEEDED: 

• Unlock Fee Pricing
• Edit Concluded Contracts if editing once concluded.
   

Refund a Credit Invoice back to Card

1. Refund From Credit Card Payment Directly 
   Find the Original Payment
   Next to Void, down arrow and select Refund.  
   This refunds the entire credit balance of that customer to the card used in that payment.
   
   This option is time sensitive and only allowed for a certain amount of days following the payment being makde
   
   PERMISSIONS NEEDED: 
   > Refund detached credit card payments and issue forced credits at POS
   > Refund payments to settle a customer's credit balance
   
    
2. Refund to Stored Payment Method (FISERV only - not Stripe)
   If the customer has a stored payment method on file, use the Refund to Stored payment method button, shown at the top of the customer record when they have a credit balance and a stored pay method on file.
   
   This is not recommended as it is putting a refund potentially back onto a different card - it separates the refund from the original transaction.
   
   PERMISSION NEEDED: 
   > Refund Credit Balance To Stored Payment Method
   

Edit a Concluded Contract

Use the arrow next to View pass and select Edit Pass.

You can now remove the Enrollment and/or unlock pricing to create a credit invoice.

PERMISSION NEEDED: 
>Edit COncluded Contract