Refund Request AND Cancel/Delete Product if duplicate order

PAYMENT – Refund Request AND Cancel/Delete Product if duplicate order

* You can't refund through IFS; You can only RECORD a refund

·         When someone requests they want a refund first confirm that there’s been a payment (or overpayment or duplicate order) for that product/program

·         Confirm with Sandy if it’s OK to process the refund

·         Once Sandy OKs the request, Sandy should refund the payment first via PP (if PP is the payment gateway) or Stripe (if that’s the payment gateway)

·         Confirm that payment’s been refunded by Sandy (if via PP) or Stripe (if via Stripe) or AmEx

·         Process refund via Infusionsoft (to record the transaction)

·         Click the recently made charge’s date (at the very bottom of the Orders tab called Recent Recurring Charges)

·         A new window will pop up then click the Refund Payment button to start processing the refund

·         Same process for orders that needs to be refunded for any reason

·         We cancel/delete their order once refund is confirmed successful

VIDEO: How to Refund Payment via Keap/Infusionsoft

1.       Confirming that the account was charged with an overpayment:

2.       Scroll down to the Orders tab:

3.       Scroll down to Recent Recurring Charges portion and click the recently charged payment:

4. Click the Refund Payment button to start processing refund:

* This means that it will only show as refunded on Infusionsoft but no amount will be sent back to the customer’s card unless refunded on the gateway where the payment was processed

5. Confirm that the payment was refunded (on Infusionsoft):

6. Let Sandy know that the refund payment is recorded in their account

7. If they have accidentally ordered the same product twice, once a refund has been made, you must update the person's account so it does not show as an order (if the entire price for the product/program is being refunded) - the product needs to be deleted

8. Send the customer an email confirming the refund:

Hi NAME,

We have successfully processed a refund for AMOUNT on your card ending in LAST 4 DIGITS OF CC HERE.

Please allow up to 4 business days for this transaction to reflect on your account and your account with us is now updated.

Let me know if there's anything else I can assist you with.

Wishing you a wildly wealthy week.

Ava
Support to Sandy Forster
Bestselling Author, Speaker & Prosperity Mentor

9. We cancel/delete their order once refund is confirmed successful