Refund

There are various reasons for refunding the customer some of them can be the payment made by mistake, paid incorrect amount, the customer wanted to pay for multiple accounts, the customer is returning goods, the customer had a technical issue, etc...

Initiating the refund

The refund process can only be initiated by users with the following roles:

Admin
Back office management
Call center advanced user

Go to the payment module by clicking on the 9 dots

Click on the transaction reference of payment you want to refund it will direct you to that payment click on the refund button you will be prompted with a page and fill in the reason for refunding this payment then click save

A new window will pop up requesting to confirm click confirm if you are sure else cancel that will take you back to the transaction.

If you clicked to confirm you must get the message that the refund request has been submitted successfully

The initial transaction status will now change from matched to pending refund approval and you can see when and who did that action.

The initiated payment refund will be created with a negative amount and the status changed to Refund pending

Approving the initiated refund

A refund can be approved by Back Office Management and Admin

To approve the refund go to the payment module and filter the transaction it should be on refund pending status then click on the transaction you will see the approve refund button on the top right side click on that

Fill in the form:

Transaction reference (The reference you get after sending money back to the customer or rather unique references used internally to identify refunded money)
Date and time
Payer identifier (This is where the money was sent from i.e company number for petty cash, or payment provider platform mobile number)

click save

The message will pop up asking to confirm if you click on the confirm button the message that confirms that the refund has been approved should be displayed on the screen.

The transaction approved changes the status from Refund pending to Refund completed

Rejecting the initiated refund

A refund can be rejected by Back Office Management and Admin

To reject the refund go to the payment module and filter the transaction, it should be on refund pending status then click on the transaction you will see the Reject refund button on the top right side click on that

A new window will pop up requesting to confirm click confirm if you are sure else cancel that will take you back to the transaction.

The message will pop up asking to confirm if you click on confirm button the message that confirms that the refund has been rejected should be displayed on the screen.

The transaction rejected changes the status from Refund pending to Refund rejected

Notes

When refund is initiated on a contract in refund done on contract in submitted state
1. Contract stays in submitted state
When refund is initiated on a contract in pending fulfilment state
1. Contract moves back to submitted
2. Any actions should be cancelled i.e. Delivery or Collect
3. Once you reject the DP amount to be refunded a new order will be created and the contract state will go back to pending fulfilment.
When refund is initiated on a contract in refund for active state
1. Contract should stay as active
2. The next payment should be first used to pay off any outstanding DP amount
3. When the DP amount is reach the DP credits are allocated
When a refund is rejected and a payment has been made in the time between refund initiate and refund rejection the following should happen
1. Payment has covered the DP amount, reject refund should be create payg transaction according to rate
2. Payment has not covered DP amount, reject refund should cover the DP amount when this has been reached then amount should add on-time based on daily rate, if less then a day added to cash balance.

Note: During the refunds process the on-time linked to transaction is voided and remains voided if the refund is approved otherwise (if rejected) the equivalent on-time of the payment is granted to the customer.

Note: the user who has initiated the refund cannot approve it and it is the same with rejecting a refund the user who initiated the refund cannot reject that.