Voids and Refunds
Please note, ‘Reversing’ a payment on the customer card does not actually return the payment funds to the customer/cardholder, but simply removes the payment from the account to allow the necessary invoice be payable again (most often used when a payment is placed on the wrong account by mistake).
Once a payment has been ‘Reversed’ on the customer card, no further payment actions are available in FieldRoutes (as the payment has been removed from the account).
A refund for the ‘Reversed’ payment will need to be issued directly from the Merchant Portal.
The Merchant Portal (MP) can be accessed via this URL: https://merchantportal.fieldroutes.com/login.
The username on file is: diananc (case sensitive).
The email on file is: [email protected].
The phone number on file for multi-factor authentication (MFA) is: 281-797-0739 (please ensure this is a mobile number).
Please access the MP using the above link and username with the appropriate password. If that does not work, or you are unsure of the password, you may also utilize the password reset option. Utilizing this option will send a password reset email to the email address noted above.
Once you have logged into the Merchant Portal, please follow the below steps to issue a refund for this transaction.
Open the customer card in FieldRoutes > Invoices > select the payment that was mistakenly marked as ‘Reversed’ > copy the Transaction ID.
Paste the copied Transaction ID into the search bar of the Merchant Portal and hit enter > click on the Transaction ID to open the payment details.
Click ‘Refund’.
Once a refund has been initiated, the customer/cardholder should see the refund reflected within 2 business days.
I also wanted to provide you with a brief summary of the different payment actions within FieldRoutes. More information regarding the payment actions noted below can be found here.
Refund – This action appears after the payment has settled (meaning the funds were released from the issuer to the merchant). Once the action has been initiated, it takes 1-2 days to be released to the C2 (your customer).
Void – This action appears before the payment settles (meaning the issuer still has the funds) and essentially cancels the transaction. Once this occurs, the funds are immediately put back and appear as if a payment never occurred.
Reversal – This action never returns the funds to the customer, it only erases the payment history, allowing the directed invoice to be payable again. This action is used in the event of a payment being placed on the wrong account, so as to not have to refund and then recharge the customer.