Refund/Write Off

Batch

Processing

The refund/write-off batch processing is located from the main screen: go > refunds

Processing of subscriber refunds has been changed from a single system stage process supported by a manual, report driven authorization process to a multi-stage process with an authorization process built directly within the CircSmart client refund queue. All available refunds (that have not previously been cancelled) are loaded into a common pending refund queue. The Refund Process The user executing the refund process will access via Go > Refunds, launching the

pending refunds queue/interface. When you first navigate to this process the screen will

look like this:

To load the refunds/small balance write-off customers, navigate to the pending refunds

tab:

The default screen will display a box that says “Load Pending Refunds”. To start the

process click on that box. Depending on how up to date your refund and small balance

write-off is this could take either a few seconds or several minutes for the process to

search for all applicable subscribers. You will see an hour glass while it is searching.

While searching you may see “(Not Responding)” and an hour glass. You cannot

process anything else while you are bringing up the current refunds, please be patient.

The date for the batch settings is used to refine your search. If you have more than one

company you can choose a specific company. This will result in the process of

searching for ONLY the subscriptions for the specific company chosen.

Also, in the bottom right corner the default amount set in the company defaults will

appear in the selection boxes. These can be overridden:

You may modify the amounts, select write-offs only, refunds only, or a combination of

both. In the example below is what is set for the defaults:

The screen shot below shows the changes to amounts. In addition to the minimum

amounts you can select a maximum amount for refunds and a minimum amount for the

write-offs:

Also, if the Force Check default is set in the ‘Force Refunds as Checks’ box has been

selected on the ‘Companies’ Tab of Admin:

All credit cards will have the default of “Force Check “(check mark in the last column):

Column Name Description

“X” A Check Box to select whether a Refund is to be submitted for processing, or not. An X in the Box indicates the Refund is selected to be submitted for approval and processing.

Account The Customers’ CircSmart Account Number.

Customer A concatenation of the Customers’ Name, Account and refund Address information. Right Clicking on a record in this field allows access to the Customer record, just as it does in other access points in CircSmart.

Product The Product of the account being refunded.

Bal Start The beginning Balance associated to the subscription involved in the Refund.

Amount The Amount of the Pending Refund (may vary from the Bal Start and may be updated/modified).

Tax Amount of the refund that is tax, for locations that use tax settings.

Tip In the event that a complete Payment Item that had a Tip associated to it is being refunded, the Tip will also be refunded, creating an eventual debit to the carrier. This field will not be related to Refunds created via subscription cancellation and will only be populated when refunding a payment item from within the Subscription.

NIE In the event that a complete Payment Item that had a Donation associated to it is being refunded, the Donation (NIE) will also be refunded, creating an eventual debit to the carrier. This field will not be related to Refunds created via subscription cancellation and will only be populated when refunding payment items from within the Subscription.

Serv Ch Service Charge – if the Service charge setting is used in payment processing.

Refund The Net Amount to be issued to the customer via the Refund Process.

Bal End The ending available balance for the subscription after the Refund Process occurs. This field may hold a value in the event a customer is requesting the refunding of a specific payment item, or has requested a partial refund.

Method The Pending Refund method to the customer. This may be a Check or passed as a credit back to their Credit Card. Credit Card may be overridden using the “Force Check” check box.

Type The “Type” of Refund being processed; There are three possible entries here, with the Default being Refund. “Refund” may be modified to “Write-Off” or “Cancel” using the Drop Down arrow on this field, where desired.

Action Refund = Partial/full Payment being refunded tied to the original payment; cancellation of a refund need not be done directly within the subscription any longer, but can be assigned within the batch process. Write-off – The clearing of a small balance refund that has reached the threshold that is defined in the DEFAULTS tab of admin. See Screen Shot (1); Refund WO Max and Refund WO Days. As occasions arise where the balance remaining may be of a value not significant enough to warrant issuance of a check – or there may not be an individual, as in the case of a deceased customer, to issue a Refund to. Write-offs will not have a Bank ID assigned to the payment record and should have a unique row in the GL

Payments Mapping to accommodate this. Relevant Mapping Components will be Company and Payment Type.

Force Check In the event of a specific payment item being a Credit Card, where the Card is no longer valid, and there is a need to force the issuance of a check rather than attempting to pass a credit back to the Card account, this box (when checked) will accommodate this.

Navigation: You can click on a row and use the Shift key to select another row to select these rows and all in-between.

You can right click on any row (F8) and view or edit any subscription:

All columns can be sorted by clicking on the down arrow that appears after select any

column:

Once the user has made their selections as to what function or functions they want to

process for this run they will then use the “select” button and the batch total will appear:

And by using the sort on the columns feature you can see what accounts were chosen

for this batch:

At this time you will notice that the “Request Authorization” button is now visible:

Confirmation of submission is requested. Notification of submission is created.

Once submission is created the batch is created and this message displayed:

For some sites the refund process is a 2 step process and the person that processes

the batch cannot authorize. Please follow your company’s policies. Once a batch has

been sent for authorization, that batch may now be selected from the “authorization

requested” tab:

The authorize button is not available at this time. You do have the option to reject this

batch at this time and the system will reset itself:

If you wish to move forward with the process you will need to supply an authorization id.

That ID can be any combination of letters, numbers, or both:

Selecting the authoirze button will now give you this:

That batch is now granted and available in the screen below:

The last step is exporting this file to your AP system and/or your credit card vendor.

When the batch has completed loading, you will click on choose export file. Enter a

filename (example Test Batch 1) - Save. The type automatically saves it as a .csv file:

When you save the file name – the process box will now be available to choose:

When you process, you must confirm:

Then in the box, it will show you that it is processing. For this is in a test environment,

the credit card vendor information is not setup. For the checks though you will see

successes as shown below as well:

Export File Chosen: \\brai01-fs01\BrainworksUsers$\CBates\Documents\cindy test refunds Refund Processing Started Success: 00104893 (SINGLETON, WILLIAM), Success: 00864429 (CAPPELMANN, MELANIE), Refund Processing Finished: Items: 2 Total Refunded: $12.33 Total Charges Refunded: $0.00 Total Checks Refunded: $12.33 Charges Sent as Check: 0

You do have the option on this window to copy all of the information to a word document

or to an email if you need assistance.

Once this process is completed this is how the refund process will look for the

subscriber:

Expand out the payment transaction and the details will show you the batch.

The small balance write-off steps are the same as the refunds except when you get to

the export piece. Below shows the differences in that step and how it appears on the

subscriber account. The export file now says small write-off as the batch name. Notice

that the amounts are blank because you are not issue checks or refunds to credit cards.

These are GL entries only.

Export File Chosen: \\brai01-fs01\BrainworksUsers$\CBates\Documents\small write-off Refund Processing Started Refund Processing Finished: Items: 115 Total Refunded: $0.00 Total Charges Refunded: $0.00 Total Checks Refunded: $0.00 Charges Sent as Check: 0

The account will look like this and your GL mapping if set correctly will record these at

month end:

This now concludes your refund/small balance write-off steps.