We have recently added a new feature that allows retailers to process refunds from Get Web Orders (GWO). This new feature works for the following payment gateway processors: Mercury Payments, Paypros, RealEx Payments, Authorize.Net, Iridium and SecureNet.
The refund process from GWO is achieved by following steps: Enabling delayed capture and support for refunds in your WebStore Manager and initiating the actual refund transaction from GWO. Each is further described below.
The first step consists of setting the correct options in your WebStore Manager. Two options are needed: delayed capture and support for refunds. This is illustrated below. Although this example uses Mercury Payments as the gateway the process is the same for other processors.
Having set the appropriate options, you can now initiate the actual refunds from GWO. This is shown in the next picture.
The first thing to do is to click on the Recall button in the POS or simply press F11. A dialog window will appear and you should choose the second option: Recall a transaction for return. Now, select the transaction that you would like to refund, it being one of your recently settled webstore transactions. You will then be asked to give the reason for refunding this transaction as depicted in the following screenshot.
Having select appropriate reason, the transaction will be loaded in the POS. You will notice that the total amount of the transaction is now shown in red and is a negative number. You can now tender this transaction as you would normally tender a settle transaction. At the end of the transaction, you will receive a confirmation message as well as an email confirming that the transaction was processed.
This feature is currently only available on the beta version of the WebStore.
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Will this process work for partial refunds (i.e. if a customer wishes to cancel one, but not all items in an order)?
Also, with Mercury Payments, any refunds incur an additional charge unless they are processed in the live batch (same day). Will refunds processed this way be processed in the live batch if they are processed on the same day as the original purchase?
Partial refunds are supported. You just have to specify the amount that you would like to refund just before tendering the transaction. Of course, you will not be allowed to refund for more than the originally authorized amount. As for the fee associated to the refund process, to the best of my knowledge I think any refund transaction would attract a fee regardless of the batch in which it is currently being processed. You may want to double check that with Mercury though.