This guide is essential for anyone involved in processing untendering or reverse tendering orders, as it outlines the necessary steps to handle cancellations and refunds accurately. It emphasizes the importance of authorization for credit card refunds and provides clear instructions for adjustments based on different scenarios, such as same-day returns. By following this guide, users can ensure compliance and efficiency in managing order transactions, ultimately enhancing customer satisfaction.
Alert: Untendering orders completely only needs to occur if an order is being cancelled completely or the order was tendered with the wrong payment type. If there is just an adjustment, only untender the difference.
Alert: If refunding to a credit card, you must be an authorized refund approver to process the refund. You will not be able to complete the refund unless you are authorized.
1. If the customer is doing a same day return, only the portion of the payment for the returned goods needs to be untendered (See Same Day Returns)
2. In Order Entry Click Maintain
Tip: The order cannot be untendered if it is in the Shipped Stage. Unshipping might be necessary.
3. Click Order # and enter the order to maintain
4. Select the Order Number
5. Click Next
6. Make the necessary adjustments to the order.
7. Click Collect Payment
8. The amount that needs to be refunded/untendered will appear in the amount box in the Payment section. The payment information used will default in the Process Payment Section.
9. Click Accept Payment to return the money
Alert: If refunding to a credit card, you must be an authorized refund approver to process the refund.
10. If the payment type is a Credit Card you will be presented an authorization box. If you are not authorized to process refunds to credit cards, you must cancel and contact your Regional Leader or AR to process the refund.
11. The Authorized user will follow the same process to refund the credit card. They will enter their username and password for CSD to move forward.
12. Once the process completes a Change Due box will appear confirming that the refund has occurred. Click OK.
13. Click Finish.
