LL - Issuing a refund in Sticky.io
Performing a refund is a fairly uncomplicated process in most cases.
If TSM - As long as the charge is older than 24 hours, you will not need to check if the order can be voided. Orders that took place prior to 8:00 pm will also need to be refunded rather than voided because of the bank settlement time. If you attempt to Void a billing, and it’s moved to the Refund stage, it will let you know.
If VFI, DML, or SCS - If this is a same-day charge refund request, you will need to look at the Gateway information before returning the customer's money.
If the Gateway is Aurora - Network Merchant Inc - Void (within the first 24 hours)
If the Gateway is Merchant One- Void (within the first 24 hours)
Void is possible for any gateway except Stripe (within the first 24 hours)
If the Gateway is Stripe - Only use Refund, Voids do not process properly in the Sticky.io/ Stripe API.
Within Sticky.io, click on the Order ID that has an active subscription. Inside "Product Information", look for the "Features" box. Then click the Refund Product (Dollar bill logo) logo.
A confirmation popup will appear asking if you would like to proceed and you would then select the affirmative to go forward with the refund of that charge.
A further confirmation notification will show after the refund has been processed letting you know whether the transaction void/refund was successful or not. Click Close to get back to the customer's record.
From there, you can see that the void/refund has been processed by scrolling down slightly to see the dollar bill with a minus sign inside a red circle in the Status. You can also verify that this refund processed by scrolling further to see there is no dollar amount left to be voided/refunded, and additional by going back to the customer's billing listing, where the Transaction Status will show as Void/Refunded.
Refunds and Voids are applied to the card used to order or that was billed. If the number has changed, or the card has expired, it is unlikely that you will be able to refund that transaction. In that case, we will need to request their PayPal account information so they can be refunded via PayPal.
TSM - There is one gateway that does not allow refunds for transactions that took place longer than 90 days ago. If you see this Gateway: (3) HERO - SIG 01 - Authorize.net then you know that you will be working with some time limits for sub billings and program refund requests. These would also need PayPal refunds if older than 90 days for programs. Older than that for sub billings is an issue that you would need to escalate to your supervisor because of our subscription refund policy.
TSM - Remember, we also unsubscribe him from the appropriate lists in Maropost and cancel the bundle(s) in the account. If they get a refund for all courses, we then Delete the account from the General tab.
TSM - Typically, refunds can take anywhere from 3-5 business days, with the bulk of the transactions refunding within 3 business days. We say 3-5 business days to be on the safe side.