Office Steps:

When a client requires a refund, the following procedure must be followed:

1. Update Airtable: All refund requests must be documented in Airtable with the appropriate client and refund information.
2. Do NOT Apply Coupons: Coupons should never be added to a client’s account in place of a refund.
3. Follow the Refund Process: Refunds must be handled through the proper refund procedure, not by issuing a coupon or account credit.

Important: A refund and a coupon are not the same thing. If a client is owed a refund, it must be properly documented in Airtable.

Our Goal: Maintain accurate records, prevent billing errors, and ensure refunds are handled consistently across the office.

Candice Steps:

Refund — Available to all customers. Cancels the transaction on the Customer Card and starts a return of funds through the payment processor. The return of funds may take several days.

• Open the customer account and find the original invoice and payment. Write down the amount charged, the correct price, and the difference to refund.
• Correct the invoice charge to the agreed price. In the customer’s billing or transactions area, open the invoice and look for Edit on the charge. Save it, then check the new invoice total. If the invoice is locked or won’t allow an edit, stop there and have FieldRoutes Support advise how to correct that invoice without creating a second charge.
• Open the original payment and choose Refund. Enter only the difference, review the amount and payment method, then confirm. Do not choose Void for a payment that has already settled.
• Check the account afterward: the corrected invoice should show the agreed price, the payment history should show the partial refund, and the customer should have no unexpected balance. Send the corrected invoice or receipt to the customer.

• Once a payment moves from Accepted to Settled, the Void option changes to Refund. Refunds are available to all customers, regardless of payment processor.

  1. Select the settled payment from the Payments list.

  2. Select Refund.

  3. In the Refund Amount window, accept the default full amount or enter a partial amount.

  4. Select OK.

  The cancellation shows immediately for reporting purposes, but the actual return of funds depends on bank processing and may take several days to move from the merchant account back to the customer’s card or ACH account.