TPE Order Cancellation and Refunds

This video and the accompanying article explain the process of cancelling orders and performing refunds and returns.

• Refunds and returns require Managers - Refunds permissions
• Cancellations require Company Staff permissions.  Company Staff also allows refunds and returns.

This video is just over three minutes long.

Notes on Cancellations and Refunds

Cancellations

If your store uses the batch process (not immediate capture), orders may be cancelled up until 4pm on the business day the order is placed.  4pm is the closing deadline when communication is made to the banks to collect funds. This is called capturing the order. Once the order has been captured, it may no longer be cancelled.  If the 'Cancel' button is present at the lower right corner of the order details page, then the order is still eligible for cancellation.

An order that is cancelled will not be included in the batch close process therefore will not be captured and no funds will change hands.  Funds may be held by the credit card issuer for up to several days because a request to utilize those funds was made by the holder of the credit card.  The funds are not held by the state, the agency or NIC and a customer would need to work with the credit card issuing institution to get them to release a hold on those funds if it is within their policy to do so.

Refunds

If an order has been captured and payment has taken place, then the order may be refunded for any amount up to the original purchase amount. Multiple refunds may be issued as long as the total of the refunds does not exceed the original purchase amount. Refunds may not be made prior to batch close, and cannot be performed on any card but the one used for the original purchase.  If any significant change has occurred to the card account, a refund may fail.  Refunds are not reversible.

Returns

In the event that the refund attempt fails, or if the card used for the original purchase is not in a state to receive the refund, then the store management may have to issue a paper check for the refund and in TPE, record the action by using the 'Mark Return' feature to account for the exchange.  This feature may be used for up to the amount of the original purchase.  Multiple returns may be marked as long as the total of the returns does not exceed the original purchase amount.

Refunds and returns may be performed for up to one year from the original purchase date.