Best way to handle a refund

[TDub]

Have a customer who had two identical hosting products under their account, but it turns out only one of the hosting products should have been billed. I'm trying to figure out the best way to go back and remove the second product and all charges off the system and indicate a refund was given to them.

 

I manually refunded the one product via the gateway. So now I just have to update WHMCS to show a credit on the invoice and a transaction so WHMCS doesn't think I made double what I should have.

 

Any thoughts on the best way to do this. Hope it makes sense.

[TDub]

Is there a way to add a negative transaction (as in credit)? Right now it shows one transaction, which is for the double amount, on the invoice. I can only delete the original transaction, but the original is still correct. I need to add another credit transaction for half the amount on the invoice but can't seem to find a way to do that.

 

I don't think clicking the refund button will allow me to refund a partial transaction.

[BAJI26]

Something similar happend to me yesterday, a customer when and order another service and signed up with another email address, so I moved the new order over to his previous account and then I went in the database and removed the duplicated client, invoice, order from the tables,

[Matt]

Go to Transactions > List > Add - then enter the details of the refund - the client, invoice it applies to, amount & description and then submit to add it. That will then show in the invoice related transactions and reduce the profit total on the summary page for that client.

 

Matt

[BAJI26]

Matt, so what I did will that reflect the total profit or not? Thanks!

[TDub]

That'll work. Thanks!

[juiced]

Sweet, thanks matt, i needed this too!! lol

[chickendippers]

I've added the refund transaction, it's reflected in the client's transaction tab and profit, but it doesn't seem to have added itself to the invoice transactions. Here's what I'm doing:

 

Description - Refund (#INVOICE NUMBER)

Transaction ID - Same as customer's payment (as WorldPay doesn't give refunds a separate id)

Amount In - $0.00

Fees - $0.00

Amount Out - $11.00 (this is a partial refund)

 

Is that correct?

[Zorro67]

I think i have picked through just about every thread, am I'm still none really the wiser.

 

I have created a transaction out to match the payment and marked the status to cancelled, but the invoice 'transaction history' at the bottom shows only the payment made not the refund.

 

If i look at a list of transactions for that client, the invoice & the credit are both listed, with a $0 outstanding

 

I have processed the cash refund manually. this is about correct reporting and financial data

 

Any anybody have any ideas about how i can also get the refund to also show on the transactions list at the bottom of the cancelled invoice, so I can give it to the client?

(and not get pinged by the Tax Office)

[Matt]

You need to enter the invoice number for the transaction to relate to so it's applied to that specific invoice. If you didn't do it when adding the transaction, you can edit the transaction and add the invoice number to the appropriate field for it in Transactions > List.

 

Matt

[chickendippers]

Perfect! I had to edit the transaction in order to add the invoice number, as that field doesn't seem to be there on the add transaction form.

[Zorro67]

OK that makes sense.

 

So now the refund attaches to the invoice, and it shows correctly on the transaction list in the backend, withj a $0 outstanding balance.

 

However, go to the printable invoice. I can see the refund transaction (listed below the payment) but that transaction field is blank, and the balance total still shows as -$x.xx

 

unlike the backend trans list which correctly shows a -$x.xx as fees out and -$x.xx for that transaction, and $0 balance.

 

So how do i get that transaction to show on the printable invoice? Is this a bug?

 

Also FWIW, one would (in accounting terms) normally issue a 'credit' (please don't confuse with the more common advance payment-type credit used in WHMCS), against which you issue the refund.

 

In the case of WHMCS, the customer should get a copy of the cancelled invoice with their refund (given that they are likely then set to 'inactive' and no longer allowed to log in to get a copy), or in OZ we as suppliers would still be liable to pay the 10% tax (ouch)

[TDub]

Yeah, I always forget to add the invoice number when adding the credit transaction then end up scratching my head as to why it didn't appear on the invoice. Then it finally dawns on me the transaction needs to be tied to the invoice.

 

Still feels a little cumbersome to me but it works. I agree with Zorro in that I think what actually happens after the refund may need to be refined a little. There should be an e-mail that goes to the customer notifying them of the credit back to their account and an appropriate updated invoice sent.

[brianoz]

As opposed to adding a transaction in the general list, we've had some success adding refunds in the invoice window. Simply mark the invoice unpaid, then go add a transaction. Make sure you mark it in the comments as a refund, and make the dollar value negative (ie: -11.00). Works like a treat here. You may have to add a payment of 0.00 to get the invoice to be marked paid (after adjusting the total due on the invoice).

[travor]

Go to Transactions > List > Add - then enter the details of the refund - the client, invoice it applies to, amount & description and then submit to add it. That will then show in the invoice related transactions and reduce the profit total on the summary page for that client.

 

Matt

 

If you enter the amount in the "amount out" field, when you view the invoice it shows $0.00 as the transaction. Looks like you have to put the refund in the "amount in" field as a negative number (-11.00). That way it shows up correctly on the invoice.