Refunds

When entering a payment in ClearVantage, a transaction record, an invoice, and a payment record are created. The exception is for products where only an invoice and a payment record are created. Due to this 3-step process in entering a payment, it is critical that all transactions in addition to creating the refund or credit are canceled. Cancelling the transaction will cause an imbalance in your accounting records.

General Notes on Refunds

There are a few notes that apply to refunds in general whether you are refunding an event cancellation, membership dues, or an overpayment.

• For Check refunds, follow your regular check request process to have a check issued. ClearVantage will not issue checks or make the check request.

• Credit card refunds are subject to the refund rules of your payment gateway and payment processor. Common rules include the maximum length of time that a charge can be refunded, that the refund cannot exceed the amount of the original charge and that you must refund a transaction to the original card.

• Should you change payment gateways or payment processors, you will generally not be able to refund charges made on the original account form the new account.

• Error codes for credit card refund are supplied by the payment gateway and are not issued by ClearVantage. Please consult your payment gateway for definitions of each error code.

Cancel Records and Issue Refunds

Cancelling and Refunding Dues

1. Open and start a Payment Batch for the refund. It is recommended to create a separate batch for refund transactions.

2. Open the Individual or Organization Notebook for the member whose dues are being cancelled.

3. On the Dues/Subs/Dons Tab, select the transaction number hyper link to open the due record to be cancelled.

4. In the Dues Notebook, highlight the due to be cancelled and Select the Cancel button to open the item cancellation window.

   

5. In the cancellation window, verify the cancellation date. The current date is automatically populated but can be changed. Depending on your configuration, the date may determine the prorated amount of dues refunded.

6. Check the Full Refund Button to fully refund the dues or enter the refund amount in Refund Amount field. This will show a negative amount on the original invoice.

   

7. Cancellation Confirmed message will appear. Optionally view the invoice by selecting Yes.

   

8. If paid by cash or check, select the "Process Other Refund" button in the "Activities" panel.

9. Enter the refund amount, if not the full amount.

   

10. Enter the refund amount if not the full amount. Select the Create Payment Button.

11. Select Process CC/ACH Refund if you are refunding a credit card or ACH payment.

    

12. Choose the payment to be refunded.

    

13. Enter the refund amount, if not the full amount. Select Ok.

14. In the Invoice Notebook, a list of all payments and refunds associated to the invoice can be found in the "Payment History" list in the invoice "Overview" tab or in the "Items and Payments" tab.

Cancelling and Refunding Product Sales

Unlike Dues, Subscriptions, and Registrations, Products orders are stored directly on the invoice, there is no additional record to track details and so the cancellation process is different.

1. Open and start a Payment Batch for the refund. It is recommended to create a separate batch for refund transactions.

2. Open the Individual or Organization Notebook that purchased the product being refunded.

   

3. Select the Products or Invoices Tab and find the invoice number associated to the Product CD that is being refunded.

4. Select the Invoice Number hyperlink to open the Invoice/Order Notebook.

5. Select the "Return Products" button in the "Activities" panel.

6. A window will appear where you can select the product(s) to return. The "Original Quantity" shows how many were initially purchased, the "Returned Quantity" shows how many have already been returned, and the "Remaining Quantity" is how many can still be returned. To return multiple units, enter the desired amount in the "Quantity to Return" column. Once you've made your selections, click "Return".

   

7. If paid by cash or check, select the "Process Other Refund" button in the "Activities" panel.

   

8. Enter the refund amount if not the full amount.

9. Select the Create Payment Button.

10. Select Process CC/ACH Refund if you are refunding a credit card.

11. Choose the payment to be refunded.

    

12. Enter the refund amount, if not the full amount. Select Ok

    

13. In the invoice notebook, a list of all payments and refunds associated to the invoice can be found in the "Payment History" list in the invoice "Overview" tab or in the "Items and Payments" tab.

Cancelling an Event Registration and Related Functions

Cancelling an event registration will automatically cancel all function registration. There is no way to maintain a function registration without an event registration.

1. Open and start the Payment Batch for the refund. It is recommended to create a separate batch for refund transactions.

2. From the Registration tab in the Event Notebook, highlight the registration to be cancelled and use the Edit drop down button and select cancel.

   • From the Events tab in the Individual Notebook, highlight the registration to be cancelled and Select the Cancel Reg button.

   • The registration can also be canceled in the Registration Notebook by Selecting Cancel Registration button.

   

3. Cancellation Confirmed message will appear. Optionally view the invoice by selecting Yes.

4. If paid by cash or check, select the "Process Other Refund" button in the "Activities" panel.

5. Enter the refund amount if not the full amount. Select the "Create Payment" button.

6. Select "Process CC/ACH Refund" if you are refunding a credit card or ACH payment.

7. Choose the payment to be refunded.

8. Enter the refund amount, if not the full amount. Select "Ok".

9. In the Invoice Notebook, a list of all payments and refunds associated to the invoice can be found in the "Payment History" list in the invoice "Overview" tab or in the "Items and Payments" tab.

Processing ACH Returns

CVPro

This guide is only applicable to enterprise clients using CVPro.

1. Log into CVPro.

2. Navigate to the ACH invoice you wish to process a refund for. From the main menu, select "Financials" then "Invoices".

3. Find the invoice using the Invoice Query Tool and click "Search".

4. Find the invoice in the invoice list and click into the invoice # to open the invoice.

5. Click "Admin Invoice".

   

6. The "Admin Invoice" window will open. Click "Enter Payment".

   

7. Enter the amount of money returned as a negative value in the "Pmt. Amount" and "Apply Amt." fields, select "ACHRETURN" as the "Pmt. Method" and click "Save".

   

8. If prompted to open a payment batch:

   • Click "OK".
   • Wait for the Data Entry Batch window to appear. Click “Open” to open an existing payment batch or “New” to create a new payment batch.

   • Click “Start” to start payment batch.

     

   Warning

   Do not click “Close” after pressing “Start”. This will close the payment batch. Just move the window to the bottom or side of your screen to get it out of your way.

   • Click “Save” on Payment window again.

   • Click “OK” on the Invoice/Order screen to finalize.