Void or refund a payment

Money can go back to a payer in two ways. A void cancels a payment before Payload has funded it — the charge simply never settles. A refund returns money for a payment that has already settled, in full or in part, as a new transaction. Which one applies is decided by the payment's Funding Status: pending can be voided; anything later must be refunded.

Void or refund?

REDA Pay checks the funding status first. A transaction whose funding status is no longer pending is refused with "Failed to void Transaction. Transaction is already processed." — refund it instead. The same message appears for a failed attempt, which has no funding status because it never reached Payload; there is nothing to void. A pending transaction whose status is not processed, for example a rejected one, is refused with "Transaction is not eligible for Voiding."

Void a payment

1. On the Pay Transaction, click Void Transaction.
2. The dialog warns "Prior to voiding the transaction, provide the required details. Please note that this action may be irreversible." and shows the Amount, Convenience Fee, Reference Number and Status.
3. Voided Date defaults to today; keep or change it. Enter Internal Comments — why the payment is cancelled. Both are required.
4. Click Void. "Transaction voided successfully." appears and the record refreshes with Status voided and Voided Date set.

The Void Transaction dialog: the warning note, Amount, Convenience Fee, Reference Number and Status read-only, Voided Date defaulted to today, the Internal Comments box, and the Void and Close buttons

Void: the whole payment, before funding. The comment is kept on the transaction.

Refund a payment

1. On the Pay Transaction, click Refund Transaction.
2. The dialog warns "Prior to refunding the transaction, provide the required details. Please note that this action may be irreversible." and shows the Amount and Reference Number.
3. For a partial refund, tick Partial Refund and enter the Refund Amount. If the processing account has Disable Partial Refund ticked, the checkbox is absent and the full amount is refunded.
4. Refund Date defaults to today. Enter a Refund Description — the reason. Both are required ("Required information missing." otherwise).
5. Click Refund. "Transaction refunded successfully." appears. A new Pay Transaction of type refund now sits under the same Pay Order with the refund amount and Parent Transaction pointing at the original.

The Refund Transaction dialog: the warning note, Amount and Reference Number, the Partial Refund checkbox, Refund Date defaulted to today, the Refund Description box, and the Refund and Close buttons

Refund: full by default; tick Partial Refund to enter an amount.

Refunds can only be made against a payment that is processed: a refund of a refund, of a credit, or of a declined payment is refused with "Only transaction of type "Payment" can be refunded." or "Only transaction in status "Processed" can be refunded."

Convenience fees on refunds

The amount shown in the dialog is the transaction amount — the net amount, principal plus fee. A full refund returns all of it. When the fee was routed to a separate fee account, REDA Pay instructs Payload to reverse both parts — principal from the main account and fee from the fee account. For a partial refund you choose the amount; decide yourself whether the fee is included.

Which action, by funding status

Worked example: a partial refund

A resident paid $1,251.75 ($1,250.00 rent plus the $1.75 bank fee) by bank account on 1 November, then proved $200 had been credited twice. On 5 November the funding status is batched, so a void is impossible.

1. The refunds desk opens T-0014610, clicks Refund Transaction, ticks Partial Refund, enters Refund Amount 200, leaves Refund Date as today, writes "Duplicate credit on the November ledger" in Refund Description, and clicks Refund.
2. "Transaction refunded successfully." A new transaction T-0014650, Type refund, Amount $200.00, Parent Transaction T-0014610, appears under the same Pay Order P-052010. T-0014610 stays processed.
3. The fee is left with the organisation, because the refund was for the rent, not the service. Had the whole payment been wrong, a full refund of $1,251.75 would have reversed both the rent and the fee.
4. Two days later a Statement Activity of type Payout lists the $200.00 refund.

Who should hold the Transaction Manager permission set

Voids and refunds move money out, so give REDA Pay - Transaction Manager to the few people whose job it is — a refunds desk or finance — rather than to everyone who takes payments. Both actions record who did them (the transaction's modified-by and the refund transaction's created-by) and require a written reason.

What the records look like afterwards

A transaction that has refunds under it cannot be deleted.

Mistakes to avoid

FAQ

Where to go next

• Order and transaction statuses
• Reconcile deposits and payouts