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How to manage Refunds within the CRM in GoHighLevel

Our refund processing functionality offers businesses the capability to issue either full or partial refunds for transactions conducted via diverse payment providers like Stripe, Authorize.net, NMI, and PayPal. It seamlessly accommodates refunds for Google Pay, Apple Pay, and card payments, streamlining the management of refunds from a unified platform.

Embedded within our payment platform, the refund processing feature is a convenient tool empowering businesses to efficiently handle refunds across numerous payment providers, encompassing Stripe, Authorize.net, NMI, and PayPal. With support for multiple payment methods including Google Pay, Apple Pay, and card payments, this feature facilitates seamless refund management.

  • Process full or partial refunds for transactions, giving businesses flexibility in handling customer refunds.
  • Track successful and failed refund attempts on the Transaction Details page, enabling businesses to monitor refund history and amounts for specific transactions.
  • Easily manage refunds for various payment providers and methods from one central platform, streamlining the refund process and reducing manual effort.

Please Note:

At present, the functionality lacks support for individualized permissions regarding refund processing. However, future updates are slated to incorporate this capability.

What are some beneficial usage cases?

The refund processing feature can be beneficial in various usage cases:

  • Resolving customer disputes: In cases where customers are unsatisfied with a product or service, the feature allows businesses to quickly and efficiently process refunds, improving customer satisfaction and trust in the brand.
  • Addressing billing errors: If a customer has been charged incorrectly or multiple times, businesses can use this feature to issue a refund promptly, ensuring a smooth customer experience and reducing the potential for negative feedback.
  • Handling order cancellations: When a customer cancels an order or service, the refund processing feature enables businesses to process the necessary refunds efficiently, reducing administrative effort and wait times for the customer.
  • Managing returns and exchanges: In cases where customers return products or request an exchange, businesses can use the feature to refund the original purchase amount and facilitate a new transaction for the replacement item.
  • Offering discounts and promotions: Businesses can use the feature to issue partial refunds to customers in cases where a discount or promotional offer was not applied correctly at the time of purchase, ensuring the customer receives the intended savings.

How to use the Refunds feature?

Supported Payment Providers

The refund action is available for all payment providers (Stripe, Authorize.net, NMI, and Paypal)

There is no option as of now to refund the subsequent recurring transactions from subscriptions.

Steps to issue a Refund:

Head to Payments > Transactions> Click on the three dots next to the payment you want to refund> then click on Refund.

Full Refund

If you want to issue a full refund, it will pre-populate the total amount of the transaction in this window for you automatically:

Partial Refund

You can edit the pre-populated amount to anything less than the Full amount of that transaction if you want to issue a Partial Refund.

Please Note:

Anything filled out in the Notes area is for your own record and shows up under the Notes Column in Refund details for the individual Transaction.

Usage cases for Partial Refunds:

The partial refund feature can be valuable in various usage cases:

  • Adjusting for pricing errors: If a customer was charged the wrong price for a product or service, businesses could use the partial refund feature to return the difference between the incorrect and correct price, ensuring the customer is fairly charged.
  • Offering post-purchase discounts: Businesses may apply a particular discount or promotion to a customer’s purchase after processing the transaction. A partial refund can be issued to provide the customer with the intended savings.
  • Resolving disputes with a compromise: In cases where a customer is not entirely satisfied with a product or service, but the business and customer agree on a fair compromise, a partial refund can be issued to reflect the agreed-upon resolution.
  • Handling partial returns: When a customer returns only part of an order, businesses can use the partial refund feature to refund the value of the returned items without affecting the remaining portion of the order.
  • Compensating for damaged or missing items: If a customer receives an order with damaged or lost items, businesses can issue a partial refund to compensate for the inconvenience and value of the affected items.
  • Reimbursement for shipping costs: In cases where a customer has experienced shipping issues or delays, businesses may issue a partial refund to cover the shipping costs as a gesture of goodwill.

FAQs

Where will the refunded transactions be recorded?

All the successful/failed attempts to process refunds will be placed under the Transaction details page. This will help keep track of the refunded amounts within a specific transaction.

I am not able to process refunds with Authorize.net; it gives the error “The referenced transaction does not meet the criteria for issuing a credit”

This situation likely arises because the refund fails to meet the payment provider’s criteria. For instance, Authorize.net permits refunds only after 24 hours from the initial transaction. Refunding older transactions is subject to the policies and time constraints set by your payment provider. Consult their guidelines or reach out to their support team for clarity on refunding older transactions.

Can I process multiple partial refunds for a single transaction?

ย Yes, you can process multiple partial refunds for a single transaction if the cumulative refund amount does not exceed the original transaction amount.

Are Google Pay and Apple Pay transactions supported for processing refunds? 

Yes, Google Pay and Apple Pay transactions and card payments can be refunded from the platform. This will refund the amount with the bank account associated with the corresponding bank account associated with Card or Google/Apple account.

How long does it take for a refund to be reflected in a customer’s account?

The time it takes for a refund to appear in a customer’s account can vary depending on the payment provider and the customer’s bank. Generally, the refund may take four to six business days to be reflected in the customer’s account.

Is there a limit to the number of refunds I can process daily?

A5: There is typically no fixed limit to the number of refunds you can process daily. However, it’s essential to check with your payment provider to confirm if they have any specific limitations or requirements for processing refunds.

Are there specific user permissions for processing refunds? I don’t want to allow some of my business users to process refunds.

As of now, user permissions are not enabled for processing refunds. The best way to identify any refunds made within a transaction is to look at the transaction details. We have user-specific permissions on our to-do list. Businesses can filter any refunded transactions using the direct filter on the Transactions table.

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